Method and system for augmenting real-fix tips with additional content

ABSTRACT

A method and system for generating and outputting a real-fix tip (RFT) augmented with a pointer to additional content. The additional content may be relevant to any of a complaint, vehicle, cause of complaint, how the cause for complaint was discovered, and service-operation performed on the vehicle to resolve the complaint. The RFT may include a complaint, cause, and correction, and may be stored within a database containing repair orders that include complaints, causes, and corrections regarding various vehicles. A processor may generate the RFT after determining a threshold number of RO with a common complaint, vehicle, cause, and correction. A processor may search the database for the RFT based on a complaint and vehicle, display a list of RFT located during the search, display an RFT selected from the list, obtain additional content pointed to by a pointer in the RFT, and output the additional content to a display.

REFERENCE TO RELATED APPLICATION

This application is a continuation application of U.S. patentapplication Ser. No. 14/874,287, which was filed on Oct. 2, 2015 and waspublished as United States Patent Application Publication No.2017/0098199 A1 on Apr. 6, 2017. U.S. patent application Ser. No.14/874,287 and United States Patent Application Publication No.2017/0098199 A1 are incorporated herein by reference.

BACKGROUND

Many products produced by manufacturers occasionally have to berepaired. As the complexity of products increases, the complexity of thedata relied on by repair technicians to repair the products may alsoincrease.

The repair technicians may be located in various locations, such that afirst repair technician located at first location is not aware of arepair made by a second repair technician at second location. It may bebeneficial, if the second repair technician could obtain informationregarding the repair made by the first technician. It may be even morebeneficial, if the second repair technician could receive theinformation, regarding the repair made by the first repair technician,knowing that a third party has confirmed that information regarding therepair is for a repair that successfully fixed a complaint ormalfunction of the product worked on by the first repair technician.Searching for repair information desired by a repair technician may bevery time consuming.

Overview

Example embodiments are described herein. Viewed from a first aspect, anexample embodiment may take the form of a method comprising: (i)determining, by at least one processor for generating a real-fix tippertaining to a complaint and a vehicle, first text describing at leastone of a cause of the complaint and how the cause for the complaint wasdiscovered, and second text describing a service-operation performed onthe vehicle to resolve the complaint, (ii) determining, by the at leastone processor, at least one of (a) first additional content relevant tothe complaint, the vehicle, and a portion of the first text, and (b)second additional content relevant to the complaint, the vehicle, thecause, and a portion of the second text, (iii) generating, by the atleast one processor, a first real-fix tip, wherein the first real-fixtip includes a first file comprising the first text, the second text,and a respective pointer to the at least one of the first additionalcontent and the second additional content, (iv) storing, by the at leastone processor, the first real-fix tip within a computer-readable medium,(v) receiving, by the at least one processor, a request for a real-fixtip pertaining to the complaint and the vehicle, and (vi) outputting, bythe at least one processor in response to the request, the first filestored within the computer-readable medium.

Viewed from a second aspect, an example embodiment may take the form ofa system comprising: a computer-readable medium, and at least oneprocessor coupled to the computer-readable medium and programmed to (i)determine, for generating a real-fix tip pertaining to a complaint and avehicle, first text describing at least one of a cause of the complaintand how the cause for the complaint was discovered, and second textdescribing a service-operation performed on the vehicle to resolve thecomplaint, (ii) determine at least one of (a) first additional contentrelevant to the complaint, the vehicle, and a portion of the first text,and (b) second additional content relevant to the complaint, thevehicle, the cause, and a portion of the second text, (iii) generate afirst real-fix tip, wherein the first real-fix tip includes a first filecomprising the first text, the second text, and a respective pointer tothe at least one of the first additional content and the secondadditional content, (iv) store the first real-fix tip within thecomputer-readable medium, (v) receive a request for a real-fix tippertaining to the complaint and the vehicle, and (vi) output, inresponse to the request, the first file stored within thecomputer-readable medium.

In some embodiments viewed from the first or second aspect, therespective pointer to the at least one of the first additional contentand the second additional content includes a first pointer pointing toone of the first additional content and the second additional content.The method may further comprise: receiving, by the at least oneprocessor after outputting the first file, a selection of the firstpointer; obtaining, by the at least one processor in response toreceiving the selection of the first pointer, the one of the firstadditional content and the second additional content pointed to by thefirst pointer; and outputting, by the at least one processor, the one ofthe first additional content and the second additional content pointedto by the first pointer.

In some embodiments viewed from the first or second aspect, therespective pointer to the at least one of the first additional contentand the second additional content includes a second pointer pointing toone of the first additional content and the second additional contentnot pointed to by the first pointer. The method may further comprise:receiving, by the at least one processor after outputting the firstfile, a selection of the second pointer; obtaining, by the at least oneprocessor in response to receiving the selection of the second pointer,the one of the first additional content and the second additionalcontent pointed to by the second pointer but not by the first pointer;and outputting, by the at least one processor, the one of the firstadditional content and the second additional content pointed to by thesecond pointer but not by the first pointer.

In some embodiments viewed from the first or second aspect, eachrespective pointer includes a hyperlink within the first file. In someembodiments, wherein the vehicle indicates a particular vehicle year,make, and model, determining the first text and the second text includesdetermining, by the at least one processor, a quantity of repair ordersthat identify the cause and the service-operation for the complaint andthe particular vehicle year, make, and model, and the quantity of repairorders equals or exceeds a threshold quantity of repair orders.

In some embodiments viewed from the first or second aspect, the at leastone of the first additional content and the second additional contentincludes content selected from the group consisting of an image, ameasurement instruction executable by a data processing machine toperform a measurement, a vehicle data request executable by the dataprocessing machine to request data from the vehicle, and a textual testdescription.

Viewed from a third aspect, an example embodiment may take the form of amethod comprising (i) outputting, by at least one processor, a requestfor a real-fix tip pertaining to a complaint and a vehicle, wherein therequest includes an identifier of the complaint and an identifier of thevehicle, (ii) receiving, by the at least one processor after outputtingthe request, a first file of a first real-fix tip pertaining to thecomplaint and the vehicle, (iii) outputting, by the at least oneprocessor to a display connected to the at least one processor, firsttext and second text of the first file, wherein the first text describesat least one of a cause of the complaint and how the cause of thecomplaint was discovered, wherein the second text describes aservice-operation performed on the vehicle to resolve the complaint,wherein one of the first text and the second text includes a firstpointer pointing to first additional content, wherein if the first textincludes the first pointer, the first additional content includescontent relevant to the complaint, the vehicle, and a portion of thefirst text, and wherein if the second text includes the first pointer,the first additional content includes content relevant to the complaint,the vehicle, the cause, and a portion of the second text, (iv)receiving, by the at least one processor, a selection of the firstpointer while displayed by the display, and (v) outputting, by the atleast one processor to the display, the first additional content pointedto by the first pointer.

Viewed from a fourth aspect, an example embodiment may take the form ofa system comprising: a display, and at least one processor coupled tothe display and programmed to: (i) output a request for a real-fix tippertaining to a complaint and a vehicle, wherein the request includes anidentifier of the complaint and an identifier of the vehicle, (ii)receive, after outputting the request, a first file of a first real-fixtip pertaining to the complaint and the vehicle, (iii) output, to thedisplay, first text and second text of the first file, wherein the firsttext describes at least one of a cause of the complaint and how thecause of the complaint was discovered, wherein the second text describesa service-operation performed on the vehicle to resolve the complaint,wherein one of the first text and the second text includes a firstpointer pointing to first additional content, wherein if the first textincludes the first pointer, the first additional content includescontent relevant to the complaint, the vehicle, and a portion of thefirst text, and wherein if the second text includes the first pointer,the first additional content includes content relevant to the complaint,the vehicle, the cause, and a portion of the second text, (iv) receive aselection of the first pointer while displayed by the display, and (v)output, to the display, the first additional content pointed to by thefirst pointer.

In some embodiments viewed from the third or fourth aspect, outputtingthe first additional content includes outputting the first additionalcontent overlaid upon at least a portion of the first text and secondtext of the first file.

In some embodiments viewed from the third or fourth aspect, the firstadditional content output to the display includes a measurementselection for a first measurement the at least one processor mayperform. The method may further comprise: receiving, by the at least oneprocessor, an input selecting the measurement selection; performing, bythe at least one processor, the first measurement; and outputting to thedisplay a value determined by performing the first measurement.

In some embodiments viewed from the third or fourth aspect, the firstadditional content displayed by the display includes a parameteridentifier associated with vehicle data the at least one processor mayrequest. The method may further comprise: receiving, by the at least oneprocessor, an input selecting the vehicle data parameter identifier;requesting, by the at least one processor, the vehicle data associatedwith the parameter identifier; receiving, by the at least one processor,the vehicle data requested by the at least one processor; and outputtingto the display a value determined from the vehicle data received by theat least one processor.

In some embodiments viewed from the third or fourth aspect, outputtingthe value includes outputting a status of whether a diagnostic troublecode is active.

These as well as other aspects and advantages will become apparent tothose of ordinary skill in the art by reading the following detaileddescription, with reference where appropriate to the accompanyingdrawings. Further, it should be understood that the embodimentsdescribed in this overview and elsewhere are intended to be examplesonly and do not necessarily limit the scope of the invention.

BRIEF DESCRIPTION OF THE DRAWINGS

Example embodiments are described herein with reference to the drawings.

FIG. 1 shows an example real-fix tip augmented with pointers toadditional content.

FIGS. 2, 3, and 4 show additional content viewers in accordance with theexample embodiments.

FIG. 5 is a block diagram of a system in accordance with the exampleembodiments.

FIG. 6 is a block diagram of a data processing machine in accordancewith the example embodiments.

FIG. 7 depicts a suite of computer-readable program instructions inaccordance with the example embodiments.

FIGS. 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, and 19 show graphicaluser interfaces in accordance with the example embodiments.

FIG. 20 shows an example RO in accordance with the example embodiments.

FIG. 21 is a block diagram of a database in accordance with the exampleembodiments.

FIG. 22 shows data record field names and data records in accordancewith the example embodiments.

FIG. 23 is a table including phrase data storable in a computer-readablemedium in accordance with the example embodiments.

FIGS. 24, 25, and 26 are flowcharts depicting functions that may becarried out in accordance with the example embodiments.

FIGS. 27 and 28 show displayable pages pertaining to real-fix tips.

FIG. 29 shows additional content viewers with automated functionselector.

DETAILED DESCRIPTION I. Introduction

This description describes several example embodiments including exampleembodiments regarding repair orders (ROs) and real-fix tips (RFTs). Areal-fix tip (RFT) may be generated by a data processing machine (DPM)or one or more processors of a DPM. An RFT may be based on data that ison or within one or more ROs. An RFT may be augmented with pointers thatpoint to content within a content database. Selection of such a pointermay result in retrieval and displaying of the content. An RFT may bereferred to by other terms, such as a “field-fix tip,” a “prior-servicetip,” or by another term.

An RFT may be generated and associated with one or more RO. In onerespect, a person using a coordinator DPM may access an RO and generatean RFT for subject matter which that person is considered to be anexpert. In another respect, an RFT DPM may generate an RFT. After an RFTis generated for a given RO, other RO that pertain to the RFT may beclassified as a duplicate RO of the given RO. An RFT may be stored in adatabase storing the RO and RFT or may be stored in a separate databasestoring RFT without the RO. Repair technicians may access the stored ROsand RFTs to assist them in diagnosing or repairing a repairable item,such as a vehicle. Hereafter, the example embodiments are described byreferring to a vehicle. A person skilled in the art will understand thatthe example embodiments are applicable to other repairable items aswell.

In this description, the articles “a,” “an” or “the” are used tointroduce elements of the example embodiments. The intent of using thosearticles is that there is one or more of the elements. The intent ofusing the conjunction “or” within a described list of at least two termsis to indicate any of the listed terms or any combination of the listedterms. For example, in a list of terms recited as “A, B, or C,” thecombinations indicated by that list of terms include “A and B,” “A andC,” “B, and C,” and “A, B, and C.” Each individual term A, B, and C inthe list of terms may exist independently without any other term in thelist. The use of ordinal numbers such as “first,” “second,” “third” andso on is to distinguish respective elements rather than to denote aparticular order of those elements unless the context of using thoseterms explicitly indicates otherwise.

The following abbreviations or acronyms are used in the description.

-   CRPI—Computer-readable program instructions-   DPM—Data Processing Machine-   DTC—Diagnostic Trouble Code-   e.g.,—for example-   FIG.—Figure-   GPS—Global Positioning System-   GUI—Graphical User Interface-   HVAC—heating, ventilation, and air conditioning-   L—Liter-   LAN—Local Area Network-   LOC—Labor operation code-   NA—non-applicable-   NST—Non-standard Terms-   OCR—Optical Character Recognition-   OCR'd—Optical Character Recognized-   PDF—portable document format-   QC—Quality Control-   RO—Repair Order-   RFT—Real fix tip-   SPL—Standard Phrase List-   SQL—Structured Query Language-   ST—Standard Terms-   VIN—Vehicle Identification Number-   XML—Extensible Markup Language-   YMM—Year/Make/Model-   YMME—Year/Make/Model/Engine-   YMMES—Year/Make/Model/Engine/System

At least some of the example embodiments refer to a vehicle. A vehicle,such as a vehicle 19 shown in FIG. 5, is a mobile machine that may beused to transport a person, people, or cargo. As an example, any vehicledescribed herein may be driven or otherwise guided along a path (e.g., apaved road or otherwise) on land, in water, or in the air or outerspace. As another example, any vehicle described herein may be wheeled,tracked, railed or skied. As yet another example, any vehicle describedherein may include an automobile, a motorcycle, an all-terrain vehicle(ATV) defined by ANSI/SVIA-1-2007, a snowmobile, a personal watercraft(e.g., a JET SKI® personal watercraft), a light-duty truck, amedium-duty truck, a heavy-duty truck, a semi-tractor, or a farmmachine. As still yet another example, any vehicle described herein mayinclude or use any appropriate voltage or current source, such as abattery, an alternator, a fuel cell, and the like, providing anyappropriate current or voltage, such as about 12 volts, about 42 volts,and the like. As still yet another example, any of the vehiclesdescribed herein may include or use any desired system or engine. Thosesystems or engines may include items that use fossil fuels, such asgasoline, natural gas, propane, and the like, electricity, such as thatgenerated by a battery, magneto, fuel cell, solar cell and the like,wind and hybrids or combinations thereof. As still yet another example,any vehicle described herein may include an electronic control unit(ECU), a data link connector (DLC), and a vehicle communication linkthat connects the DLC to the ECU. At least some of the exampleembodiments may be used to carry out functions for diagnosing a vehicleor some other repairable item.

The block diagrams, GUI, and flow charts shown in the figures areprovided merely as examples and are not intended to be limiting. Many ofthe elements illustrated in the figures or described herein arefunctional elements that may be implemented as discrete or distributedcomponents or in conjunction with other components, and in any suitablecombination and location. Those skilled in the art will appreciate thatother arrangements and elements (e.g., machines, interfaces, functions,orders, or groupings of functions) may be used instead. Furthermore,various functions described as being performed by one or more elementsmay be carried out by a processor executing computer-readable programinstructions or by any combination of hardware, firmware, or software.

II. Example RFT Augmented with Pointer

FIG. 1 shows a real-fix tip 31 displayed on a display 33. The RFT 31includes a complaint field 35, a cause field 37, and a correction field39. The RFT described in this description may include a pointer toadditional content. The pointer may be associated with a portion of thetext within an RFT. The cause field 37 includes a pointer 41 that isassociated with the text “EVAP solenoid wiring harness” and a pointer 43associated with the text “measure the resistance of the EVAP solenoid.”The correction field 39 includes a pointer 45 associated with the firstsentence of the correction field 39. The pointers 41, 43, and 45 areshown as underlined text. The pointers 41, 43, and 45 may include ahypertext link in accordance with a hypertext markup language (HTML).The text of a pointer may indicate the type of additional contentassociated with the pointer. For instance, the text “EVAP solenoidwiring harness” of the pointer 41 indicates the additional content is aschematic/wiring diagram. Selection of a pointer within an RFT can causean additional content viewer (ACV) to be displayed.

FIG. 1 shows other displayable elements that may be displayed on thedisplay 33 while an RFT is displayed on the display 33. For example,while the display 33 is displaying the RFT 31, the display 33 maydisplay a search box 47 to display a uniform resource locator (URL),such as a URL of an RFT being displayed on the display 33 or a new URLof a next web page or RFT. As another example, while the display 33 isdisplaying the RFT 31, the display 33 may display a vehicle type box 49to display which vehicle type has been selected or to select a newvehicle type.

As another example, while the display 33 is displaying the RFT 31, thedisplay 33 may display a search box 51 to display the subject of asearch. For instance, the subject of the search may include a DTCidentifier or a customer complaint regarding a vehicle. As shown in FIG.1, “P0442” represents a DTC identifier.

As another example, while the display 33 is displaying the RFT 31, thedisplay 33 may display a set of tabs 53 and a current tab 55 indicatingwhich tab is currently selected or being displayed. As shown in FIG. 1,an “INDEX” tab is currently selected. In one respect, the augmented RFTmay be displayed only under the INDEX tab. In another respect, theaugmented RFT may display under the INDEX tab and at least one other tabof the set of tabs 53.

As another example, while the display 33 is displaying the RFT 31, thedisplay 33 may display a graph 57 pertaining to the subject searchentered into the search box 51 and the vehicle type entered into thevehicle type box 49. As yet another example, while the display 33 isdisplaying the RFT 31, the display 33 may display a selector 59 toindicate a selector controllable by a user interface to select elementsdisplayed on the display 33. As still yet another example, while thedisplay 33 is displaying the RFT 31, the display 33 may display a titlefield 29 of the RFT 31. Although not shown in FIG. 1, one or more of thetitle field 29 and the complaint filed 35 may include a pointer toadditional content.

FIG. 2 shows an ACV 61 displaying additional content (i.e., a wiringdiagram 63) and a close viewer box 65. The ACV 61 may be displayed inresponse to a selection of the pointer 41 shown in FIG. 1. FIG. 2 showsthe ACV 61 displayed upon (e.g., overlaid on) the RFT 31.

FIG. 3 shows an ACV 71 displaying additional content (i.e., a textdescription of a resistance test 73, an automated function selector 75,and a specification 77) and a close viewer box 79. The ACV 71 may bedisplayed in response to a selection of the pointer 43 shown in FIG. 1.FIG. 3 shows the ACV 71 displayed upon (e.g., overlaid on) the RFT 31.The selector 59 may be used to select the automated function selector 75to cause a DPM to perform a function pertaining to the additionalcontent. In accordance with the example embodiment shown in FIG. 3, theDPM may include functionality to measure resistance of a circuit. Thetext description 73 described where two test leads should be connected.In response to selection of the automated function selector 75, the DPMmay measure the resistance of the circuit and cause a value ofresistance determined by the measurement to be displayed on the display(e.g., within the ACV 71).

FIG. 4 shows an ACV 81 displaying additional content (i.e., a textdescription of a drive cycle test 83, automated function selectors 85,87, and 91) and a close viewer box 89. The ACV 81 may be displayed inresponse to a selection of the pointer 45 shown in FIG. 1. FIG. 4 showsthe ACV 81 displayed upon (e.g., overlaid on) the RFT 31. The selector59 may be used to select the automated function selector 85 or 87 tocause a DPM to perform a function pertaining to the additional content.As an example, the DPM may include functionality to read data values ofvehicle parameters from a vehicle when the automated function selector85 is selected to read PID values. As another example, the DPM mayinclude functionality to read DTC from a vehicle when the automatedfunction selector 87 is selected to read DTC. As another example, theDPM may include functionality to clear DTC from the vehicle when theautomated function selector 91 is selected. In response to selection ofthe automated function selector 85 or 87, the DPM may read the PIDvalues or DTC, respectively, and cause the PID values or DTC to bedisplayed on the display (e.g., within the ACV 81). In response toselection of the automated function, the DPM may transmit a clear DTCmessage to the vehicle. Additionally, the DPM may transmit a read DTCmessage to the vehicle to confirm that the DTC have been cleared. Themessages sent by the DPM to the vehicle may be directed to a particularECU within the vehicle.

Each of the ACV 61, 71, and 81 is shown as overlaying only a portion ofan RFT. The size of an ACV may be altered (e.g., made smaller or madelarger) by use of a user interface. Altering the size of the ACV mayinclude altering the ACV to cover the entire RFT. In an alternativearrangement, upon selecting a pointer to additional content, the display33 may cause an ACV to be displayed in place of the RFT that includedthe selected pointer. A DPM including the display 33 can track which RFTwas displayed when the pointer was selected such that the display 33 candisplay the same RFT after closing the ACV displayed in place of theRFT.

When an ACV covers only a portion of an RFT, the portion of the RFTstill visible may be altered (e.g., by changing a background color ofthe display) to provide contrast between the RFT and the ACV. In FIGS.2, 3, and 4, the visible portion of the RF has changed to have a graybackground while the ACV 61, 71, and 81, respectively, are displayed onthe display 33.

Other automated function selectors may be included within an ACV. Ingeneral, the automated functions selectors may include selectors forfunctions performed by a typical vehicle scan tool, such as an OBD scantool.

In FIGS. 2, 3, and 4, the display 33 displays a selector 59 while theACV 61, 71, and 81, respectively, are displayed. In one respect, theselector 59 may be used to select the close viewer box 65, 79, and 89 soas to cause the display 33 to stop displaying the ACV 61, 71, and 81,respectively. In another respect, the selector 59 may be used to selectan area of the RFT 31 outside of the ACV 61, 71, and 81 so as to causethe display 33 to stop displaying the ACV 61, 71, and 81, respectively.

An ACV may include a pointer to additional content. For example, thewords “Control A” in FIG. 2 may be a pointer to additional contentregarding a device that provides some type of control signal to the EVAPsolenoid via circuit number 871. The pointer may be identified byunderlining the words “Control A.” Selecting the pointer within an ACV(e.g., a first ACV) may cause the first ACV currently displayed on thedisplay 33 to be replaced with a second ACV different than the firstACV. The second ACV includes the additional content pointed to by thecontent in the first ACV.

FIG. 29 shows other ACV with automated function selectors. The upperhalf of FIG. 29 shows an ACV 93 regarding a powertrain ECU softwareupdate. As with other ACV, the ACV 93 may be displayed on the display214 in response to selection of a pointer within an RFT. The ACV 93includes automated function selectors 97 and 99 and a close viewer box95. The selector 59 may be used to select the automated functionselector 97 to request data from an ECU within the vehicle 19 and todisplay data 101 (e.g., a date code of software within a powertrain ECU)received in response to the request. The selector 59 may be used toselect the automated function selector 99 to cause the DPM to reprograman ECU within the vehicle with more current software. This may includere-flashing a EEPROM within the ECU. An automated function selector mayallow for initially programming a new ECU installed within the vehicle19 and relearning data values, such as data values to calibrate the ECU(e.g., a block learn fuel system calibration).

The lower half of FIG. 29 shows ACV 103 regarding the emissionevaporator within the vehicle 19 leaking. As with other ACV, the ACV 103may be displayed on the display 214 in response to selection of apointer within an RFT. The ACV 103 includes automated function selectors107 and 109 and a close viewer box 105. The selector 59 may be used toselect the automated function selector 107 to request data from an ECUwithin the vehicle 19 and to display a waveform based on signalsreceived in response to the request. The selector 59 may be used toselect the automated function selector 109 to cause the DPM to perform afunction test on the vehicle 19. The RFT display DPM 17 may include CRPIto send requests, such as an OBD II mode $08 request to control acomponent within the vehicle. For example, the EVAP solenoid within thevehicle 19 may be controlled in response to selecting the automatefunction selector 109. Other examples of automated function selectorsdisplayed within an ACV are also possible.

III. Example Architecture

FIG. 5 is a block diagram of a system 100 in accordance with one or moreof the example embodiments. The system 100 includes a communicationnetwork 11, a content database 13, an RFT DPM 15, an RFT display DPM 17,a vehicle 19, an RO provider DPM 102, an RO collector DPM 104, an RO/RFTdatabase 106, an RFT generator DPM 108, a coordinator DPM 110, an ROdistributor DPM 112, an RO display DPM 114, and network links 150, 151,152, 153, 154, 155, 156, 157, 158, and 159.

The communication network 11 includes network links for communicativelycoupling two or more devices to allow those devices to communicate withone another. The communication network 11 and one or more of the networklinks 150 - 159 may include a portion of the Internet, a portion of alocal area network (LAN), a circuit-switched network, a packet-switchednetwork, or a portion of some other network. One or more of the networklinks 150-159 may include or a system bus, such as a control bus, databus, or address bus within a computing device, such as a DPM or apersonal computer. One or more of the network links 150-159 may beconfigured to carry data between more than two network devices. One ormore of the network links 150-159 may include a wireless link or a wiredlink.

The content database 13 may include a computer-readable medium storingadditional content that is pointed to by a pointer in an RFT or an ACV.As an example, the additional content stored in the content database 13may include original equipment manufacturer (OEM) content, such ascontent produced for or by an OEM of vehicles. As another example, thecontent stored in the content database 13 may include aftermarketcontent, such as content produced by or for an aftermarket vehicleservice provider. As another example, the additional content may includeany of the additional content described with respect to FIG. 1 to FIG. 4or in the other described examples.

The RFT DPM 15 may perform various functions with respect to RFTs. Forexample, the RFT DPM 15 may generate RFTs, receive a request for an RFT,search for an RFT within the RO/RFT database 106, receive an RFT fromthe RO/RFT database 106, or output an RFT to the communication network11 for transmission to another DPM, such as the RFT display DPM 17. TheRFT DPM 15 may include the content database 13 and may access thecontent database 13 to search for content to be pointed to by a pointerof an RFT. The RFT DPM 15 may receive additional content located duringa search of the content database 13 and provide the received content tothe RFT display DPM 17.

The RFT generator DPM 108 may generate an RFT (or at least a portion ofan RFT) for a group of one or more RO (hereinafter, an “RO group”) andto provide the RFT to the RO/RFT database 106.

The RFT display DPM 17 may display a GUI to enter search parameters(e.g., a vehicle type identifier within the vehicle type box 49 and acomplaint regarding a vehicle in the search box 51) and display an RFTthat is returned in response to transmitting a request with the searchparameters to the RFT DPM 15. The RFT display DPM 17 may display any RFTand any additional content viewer described in this description. The RFTdisplay DPM 17 may display additional content received in response toselection of a pointer pointing to the additional content. The RFTdisplay DPM 17 may include a transceiver connectable to the DLC of thevehicle 19 in order to carry out communications with the vehicle 19. Asan example, the RFT display DPM 17 may transmit request for vehicleparameters or DTC from the vehicle 19. As another example, the RFTdisplay 17 may receive vehicle parameters or DTC from the vehicle 19.The RFT display 17 may display data received from the vehicle 19. TheRFT display DPM 17 may include CRPI executable by a processor to performmeasurements on the vehicle 19. The processor may execute those CRPI toperform a measurement in response to selection of an automated functionselector within an RFT displayed by the RFT display DPM 17.

The RO provider DPM 102 may generate repair orders and provide repairorders to the RO collector DPM 104. The RO provider DPM 102 may generateone or more types of RO including, but not limited to, RO printed onpaper (hereinafter “paper RO”) and computer-readable (e.g., electronic)RO. Each RO may include information pertaining to service operationperformed on a repairable item, such as a vehicle. Additionally oralternatively, each RO may include other information such as informationpertaining to performing preventative maintenance on the repairableitem. Prior to providing the RO to the RO collector DPM 104, the ROgenerated by the RO provider DPM 102 may be considered an unpublishedRO.

The RO/RFT database 106 may include a computer-readable medium to storeRO that the RO collector DPM 104 receives from the RO provider DPM 102and RFT generated by the RFT generator DPM 108. The RO/RFT database 106may include a CRM storing an RO database including RO but not any RFT.The RO/RFT database 106 may include a CRM storing an RFT databaseincluding RFT but not any RO. The RO stored in the RO/RFT database 106may include an original RO, a portion of an original RO, a copy of anoriginal RO, a copy of a portion of an original RO, or some other RO.Each RO and RFT stored in the RO/RFT database 106 may pertain to avehicle or another type of repairable item. Each RO stored within theRO/RFT database 106 may include RO data pertaining to aservice-operation performed to a repairable item such as a preventivemaintenance service-operation, a cleaning service-operation, or anadjustment service-operation.

An RO stored within the RO/RFT database 106 may be classified as apublished RO that a repair technician may access from the RO/RFTdatabase 106 or a non-published RO that the repair technician cannotaccess from the RO/RFT database 106. An original RO provided by an ROprovider DPM may be referred to as an unpublished RO. After theunpublished RO is reviewed by a person operating the RFT generator DPM108 or by a person operating the coordinator DPM 110, the unpublished ROmay be published for access to the RO display DPM 114. Upon publication,the unpublished RO becomes a published RO. For any of a variety ofreasons, a published RO may be reclassified as an unpublished RO thatcannot be accessed by the RO display DPM 114 and then subsequentlyre-published such that the RO can be accessed by the RO display DPM 114.

In one respect, the RO/RFT database 106 may include a processor tosearch the RO/RFT database 106 and to store data (e.g., RO or RFT)within the RO/RFT database 106. In another respect, a processor thatsearches the RO/RFT database 106 or causes data to be stored within theRO/RFT database 106 may be within a DPM distinct from the RO/RFTdatabase 106. For example, in accordance with embodiments in which ROcollector DPM 104 is distinct from the RO/RFT database 106, theprocessor may be a part of the RO collector DPM 104. The RO/RFT database106 may store real-fix tips and data that associate each RFT with one ormore RO stored in the RO/RFT database 106.

In the embodiments in which the RO provider DPM 102 provides paper RO,the RO collector DPM 104 may include a scanner to generate scannedimages of the paper RO and optical character recognition (OCR)computer-readable program instructions (CRPI) to generate searchabletext representations of the paper RO. The data obtained from executingthe OCR CRPI may be referred to as an optical character recognized(OCR'd) copy of the RO or a computer-readable RO.

The coordinator DPM 110 may display an RFT and RO stored in the RO/RFTdatabase 106. The coordinator DPM 110 may provide selectors to selectwhether an RFT and the RO associated with the RFT are published forpresentation to the RO display DPM 114 or the RFT display DPM 17. Thecoordinator DPM 110 may provide selectors to select whether to return anRFT to the RFT generator DPM 108 for revising the RFT.

In accordance with one or more example embodiments, the system 100 mayinclude one or more additional RFT generator DPM configured like the RFTgenerator DPM 108. In accordance with those same embodiments or otherembodiments, system 100 may include one or more additional coordinatorDPM configured like coordinator DPM 110. A person having ordinary skillin the art will understand that an RFT generator DPM and a coordinatorDPM may be co-located or integrated such that a single DPM may carry outthe functions of both the RFT generator DPM 108 and the coordinator DPM110. The RFT generator DPM 108 or the coordinator DPM 110 may beconfigured as a server or client device. For instance, a server (notshown) in the system 100 may serve applications executable by aprocessor of the RFT generator DPM 108 or the coordinator DPM 110. Inthat regard, the RFT generator DPM 108 or the coordinator DPM 110,acting as a client, may execute those applications to carry out thefunctions described herein as being performed by the RFT generator DPM108 or the coordinator DPM 110, respectively. As an example, the ROcollector DPM 104 or the RO distributor DPM 112 may be configured as aserver.

The RO display DPM 114 may request and receive RO from the ROdistributor DPM 112. The RO display DPM 114 may display RO via a displayof a user interface. The RO display DPM 114 may include a display andaudio speaker such that presenting an RO and RFT may occur visually oraudibly. The RO display DPM 114 and RO provider DPM 102 may be separatemachines, co-located or located remote from one another. Alternatively,the RO display DPM 114 and RO provider DPM 102 may be a single machine.

The RO distributor DPM 112 may receive requests for RO from the ROdisplay DPM 114, access the requested RO from the RO/RFT database 106,and provide the requested RO accessed from the RO/RFT database 106 tothe RO display DPM 114. The RO distributor DPM 112 may include a dataserver, such as a data server operated by Snap-On Incorporated, Kenosha,Wis., that serves webpages including Ask-a-Tech data. In accordance withthat or those embodiments, the RO display DPM 114 may include acomputing device, such as a laptop computer, a desktop computer, atablet (e.g., an IPad by Apple, Inc.), or a vehicle diagnostic toolhaving an interface to the Internet. The RO distributor DPM 112 maymaintain user-account data to confirm that a technician using the ROdisplay DPM 114 has authorization to access RO and RFTs stored in theRO/RFT database 106.

Next, FIG. 6 is a block diagram of an example DPM 200 in accordance withone or more of the example embodiments described herein. As shown inFIG. 6, the DPM 200 includes a processor 202, a network transceiver 204,a user interface 206, and a computer-readable medium (CRM) 208, all ofwhich may be linked together via a system bus, network, or otherconnection mechanism 210. One or more of the RFT DPM 15, the RFT displayDPM 17, the RO collector DPM 104, the RFT generator DPM 108, thecoordinator DPM 110, and the RO distributor DPM 112 may be arranged likeDPM 200 or a like a portion of the DPM 200 (e.g., include one or more ofthe components of the DPM 200). Any DPM described herein may be referredto by another names, such as a “system,” a “computing system,” a“device,” or a “machine.”

A processor such as the processor 202 or any other processor discussedin this description may include one or more processors. A processor mayinclude a general purpose processor (e.g., an INTEL® single coremicroprocessor or an INTEL® multicore microprocessor), or a specialpurpose processor (e.g., a digital signal processor or graphicsprocessor). Additionally or alternatively, a processor may include anapplication specific integrated circuit (ASIC). A processor may beconfigured to execute computer-readable program instructions (CRPI). Forexample, the processor 202 can execute CRPI 212 stored in the CRM 208. Aprocessor may be configured to execute hard-coded functionality inaddition to or as an alternative to software-coded functionality (e.g.,via CRPI).

A network transceiver such as the network transceiver 204 or any othernetwork transceiver discussed in this description may include one ormore network transceivers. Each network transceiver may include one ormore transmitters configured to transmit data onto a communicationnetwork, such as the communication network 11, or a communication linkof the communication network. Each network transceiver may include oneor more network receivers configured to receive data carried over acommunication network, such as the communication network 11, or acommunication link of the communication network. The data transmitted orreceived by a network transceiver may include any of the RO or RFTdiscussed in this description.

A transmitter may transmit radio waves carrying data and a receiver mayreceive radio waves carrying data. A transceiver with that transmitterand receiver may include one or more antennas and may be referred to asa “radio transceiver,” an “RF transceiver,” or a “wireless networktransceiver.” The radio waves transmitted or received by a radiotransceiver may be arranged in accordance with one or more wirelesscommunication standards or protocols such as an Institute of Electricaland Electronics Engineers (IEEE) 802.15.1 standard for wireless personalarea networks (PANs), a Bluetooth version 4.1 standard developed by theBluetooth Special Interest Group (SIG) of Kirkland, Washington, or anIEEE 802.11 standard for wireless LANs (which is sometimes referred toas a Wi-Fi standard), or a cellular wireless communication standard suchas a long term evolution (LTE) standard, a code division multiple access(CDMA) standard, an integrated digital enhanced network (IDEN) standard,a global system for mobile communications (GSM) standard, a generalpacket radio service (GPRS) standard, a universal mobiletelecommunications system (UMTS) standard, an enhanced data rates forGSM evolution (EDGE) standard, or a multichannel multipoint distributionservice (MMDS) standard.

Additionally or alternatively, a transmitter may transmit a signal(i.e., one or more signals or one or more electrical waves) carrying orrepresenting data onto a cable (e.g., one or more cables or wires) and areceiver may receive from a cable a signal carrying or representing dataover the cable. The cable may be part of a communication network, suchas the communication network 11. The signal carried over a cable may bearranged in accordance with a wired communication standard such as aTransmission Control Protocol/Internet Protocol (TCP/IP), an IEEE 802.3Ethernet communication standard for a LAN, a data over cable serviceinterface specification (DOCSIS standard), such as DOCSIS 3.1, or someother wired communication standard. As an example, a cable may include afiber optic cable, a coaxial cable, a twisted pair of cables, a CAT5, aCAT6 cable, or some other cable or wire.

The data transmitted by a transceiver may include a destinationidentifier or address of a DPM to which the data is to be transmitted.The data transmitted by a transceiver may include a source identifier oraddress of the DPM including the transceiver. The source identifier oraddress may be used to send a response to the DPM that includes thetransceiver that sent the data.

The user interface 206 may include one or more user-input elementsconfigured so that a user can input data to or for use by a processor oranother component of the system including the user interface 206. As anexample, the user-input elements may include a selector 216, such as aQWERTY keyboard, a computer mouse, or a touch screen. Additionally oralternatively, the user-input elements may include speech recognitioncircuitry and a microphone.

The user interface 206 may include one or more user-output elements bywhich data may be output (e.g., displayed) to one or more users. As anexample, the user-output elements may include a display 214, a GUI, atouch screen display, an audible speaker, and electronic circuity. Thedisplay 33 described with respect to FIGS. 1, 2, 3, and 4 may include orbe configured like the display 214.

A computer-readable medium, such as the CRM 208 or any othercomputer-readable medium discussed in this description or includedwithin a device, machine, database, or system described in thisdescription, may include a non-transitory computer-readable medium, atransitory computer-readable medium, or both a non-transitorycomputer-readable medium and a transitory computer-readable medium. Inone respect, a non-transitory computer-readable medium may be integratedin whole or in part with a processor. In another respect, anon-transitory computer-readable medium, or a portion thereof, may beseparate and distinct from a processor.

A non-transitory computer-readable medium may include, for example, avolatile or non-volatile storage component, such as an optical,magnetic, organic or other memory or disc storage. Additionally oralternatively, a non-transitory computer-readable medium may include,for example, a random-access memory (RAM), a read-only memory (ROM), aprogrammable read-only memory (PROM), an erasable programmable read-onlymemory (EPROM), an electrically erasable programmable read-only memory(EEPROM), a compact disk read-only memory (CD-ROM), or another memorydevice that is configured to provide data or CRPI to a processor.

A transitory computer-readable medium may include, for example, CRPIprovided over a communication link, such as a communication link whichis connected to or is part of the network 11. The communication link mayinclude a digital or analog communication link. The communication linkmay include a wired communication link or a wireless communication link.

A computer-readable medium may be referred to by other terms such as a“computer-readable storage medium,” a “data storage device,” a “memorydevice,” a “memory,” or a “computer-readable database.” Any of thosealternative terms may be preceded with the prefix “transitory” or“non-transitory.”

Next, FIG. 7 shows an example CRPI suite 300. CRPI suite 300 includessearch CRPI 302, GUI CRPI 304, RO-selection CRPI 306, RFT generationCRPI 308, RFT review CRPI 310, publication CRPI 312, RO sorting CRPI314, DPM CRPI 316, component or system mapping CRPI 318, RO mapping CRPI320, and phrase selection CRPI 322. Descriptions of those CRPI, whichare executable by a processor, such as processor 202, are describedbelow.

The search CRPI 302 may include program instructions that are executableto search the RO/RFT database 106 and to select and return, to aprocessor executing the search CRPI 302, an RO, an RO group, or an RFT(published or un-published) stored within the RO/RFT database 106. Thesearch CRPI 302 may base the search on search criteria selected orentered using the user interface 206. For embodiments in which therepairable item is a vehicle, the search criteria may include vehicleinformation, such as YMM, YMME, or YMMES, where YMM is year/make/model,YMME is year/make/model/engine, and YMMES isyear/make/model/engine/system. The year may indicate a model year or theyear the vehicle was manufactured. The make may indicate themanufacturer that manufactured the vehicle. The model may indicate atype of vehicle manufactured by the manufacturer. The engine mayindicate an engine version within the vehicle. The system may indicate asystem within the vehicle to distinguish the vehicle from other vehicleshaving the same YMME. As an example, the system may indicate whether thevehicle has an automatic or manual transmission.

The GUI CRPI 304 may include program instructions that are executable togenerate a GUI displayable on the display 214. The GUI 500, 600, 700,800, 900, and 1200 described below, may be generated by executing theGUI CRPI 304. Those or other GUI generated by executing the GUI CRPI 304may include one or more of the selectors or text entry areas asdescribed herein. Execution of the GUI CRPI 304 may cause the display214 to display a GUI (such as a filter selection interface 1200 shown inFIGS. 8, 9, and 10) for entering search criteria to search the RO/RFTdatabase 106, and to cause the processor 202 to receive the searchcriteria entered via the GUI 1200. As another example, execution of theGUI CRPI 304 may cause the display 214 to display a GUI (such as anRO-Group Selection-Interface 500 shown in FIG. 11) for entering aselection of an RO group located during a search of the RO/RFT database106, and to cause the processor 202 to receive the selection of the ROgroup entered using the GUI 500. As yet another example, execution ofthe GUI CRPI 304 may cause the display 214 to display a GUI (such as anRFT creation-interface 600 shown in FIG. 12) for generating RFTs to beassociated with an RO. Other examples of a GUI that may be generated byexecuting the GUI CRPI 304 are also possible.

The RO-selection CRPI 306 may include program instructions that areexecutable to select an RO from among the RO stored in the RO/RFTdatabase 106. Selecting an RO may include selecting the RO from among anRO group comprising the RO. Selecting the RO may cause the RO to bedisplayed on the display 214. A user viewing that display may view theinformation entered onto or into the RO.

The RFT generation CRPI 308 may include program instructions that areexecutable to generate an RFT. In one respect, a processor of a DPM(e.g., the RFT DPM 15 or the RFT generator DPM 108) may execute the RFTgeneration CRPI 308 to automatically generate an RFT. Automaticallygenerating an RFT may include the processor determining a thresholdnumber of RO regarding vehicles with a common YMM, YMME, or YMMES have acommon complaint, cause, and correction. Automatically generating an RFTmay include the processor 202 selecting text for a complaint field, acause field, and a correction field of the RFT. The processor 202 mayenter the selected text into an RFT template including at least thosefields. Automatically generating an RFT may include the processor 202searching the content database 13 for content pertaining to text withinone of the complaint, cause or correction sections and associating thattext with a pointer to the content within the content database 13.

In another respect, a processor of a DPM (e.g., the RFT DPM 15 or theRFT generator DPM 108) may execute the RFT generation CRPI 308 tomanually generate an RFT. Manually generating an RFT may includedisplaying GUI 600 and GUI 800 at which a user may enter a vehicle type,an RO number, standard text terms to be a part of the RFT, and aselection to submit the RFT for review at the coordinator DPM 110.

The RFT generation CRPI 308 may include an RFT template that includesthe title field 39, the complaint field 35, the cause field 37, and thecorrection field 39. Execution of the RFT generation CRPI 308 togenerate an RFT may include selecting phrases from phrase data 1916using the automatic phrase selection as described in this descriptionand inserting the selected phrases into the fields of the RFT template.

The RFT review CRPI 310 may include program instructions that areexecutable to review an RFT. Execution of the RFT review CRPI 310 mayinclude selecting and receiving the RFT from the RO/RFT database 106,displaying the RFT using the display 214, receiving a selection toreturn the RFT for revision and coordinator notes indicating why the RFTis to be revised, and receiving a selection to submit the RFT for reviewprior to publication of the RFT. If the RFT is ready for publicationafter an initial submission for review, the selection to return the RFTmay be skipped.

The publication CRPI 312 may include program instructions that areexecutable to cause an RFT to be stored in the RO/RFT database 106 as apublished RFT. Storing the RFT in the RO/RFT database 106 as a publishedRFT may include storing the RFT in a portion of the RO/RFT database 106designated for storing published RFTs and deleting the RFT from aportion of the RO/RFT database 106 for storing unpublished RFTs.Additionally or alternatively, storing the RFT in the RO/RFT database106 as a published RFT may include storing data, associated with theRFT, that indicates the RFT is published.

The RO sorting CRPI 314 may include program instructions that areexecutable to identify repairable item information and to use therepairable item information to select an RO group in which a received ROshould be included. If the RO group does not exist, the processor 202may generate the RO group within the RO/RFT database 106. As an example,identifying the repairable item information may occur by the processor202 reading text from a computer-readable RO. As another example,identifying the repairable item information may occur by receiving theinformation at the user interface 206. For embodiments in which therepairable item is a vehicle, the information may include YMM, YMME, orYMMES.

The DPM CRPI 316 may include program instructions that are executable tocause components of DPM 200 other than the processor 202 to carry outvarious functions. As an example, processor 202 may execute DPM CRPI 316to (i) receive data transmitted to the network transceiver 204 via anetwork link, (ii) cause the network transceiver 204 to transmit dataacross a network link, (iii) store data into the CRM 208, (iv) logon toa website on the Internet to access an RO or an RFT from the RO/RFTdatabase 106, (v) presenting data, such as an RO or RFT, via the userinterface 206, and (vi) receiving data entered via the user interface206.

The component or system mapping CRPI 318 may include programinstructions that are executable to map a component of the vehicle or asymptom exhibited by the vehicle to an RFT. The component or systemmapping CRPI 318 may be executed while an RFT is being generated.Generating the RFT may include populating the search criteria, used tolocate an RO group for which the RFT is being generated, into the RFT.Executing the component or system mapping CRPI 318 may allow a componentor symptom of the search criteria that was populated into the RFT to bechanged. In that regard, a component or system populated into the RFTmay be deleted from the RFT. A different component of system may beselected, e.g., from a list of components and symptoms, to replace thedeleted component or symptom.

The RO mapping CRPI 320 may include program instructions that areexecutable to compare contents of an un-mapped RO to mapping terms,standard terms, context terms, or data record fields, and to generate asearchable database record associated with the RO or a mapped RO. In onerespect, the RO mapping CRPI 320 may be executed for each RO as that ROis received or shortly (e.g., within one minute or within one hour)after that RO is received by the RO collector DPM 104 or the RO/RFTdatabase 106. In another respect, the RO mapping CRPI 320 may beexecuted for a group of RO at a designated time per day, per week, permonth, or per year. A processor may refer to a schedule to determine thedesignated time(s) and then execute the RO mapping CRPI 320 uponoccurrence of the designated time(s).

The phrase selection CRPI 322 may include program instructions that areexecutable to search phrase data based on an RO term (e.g., one or moreRO terms) pertaining to a service-operation described on acomputer-readable RO and to select a phrase that is associated with theRO term. The phrase data may be arranged like phrase data 1916 stored ina CRM (see FIG. 23). Phrase selection CRPI 322 may be executed atvarious times such as at a time before the computer-readable RO isselected for displaying at a DPM or in response to the computer-readableRO being selected for displaying at a DPM. The phrase selection CRPI 322may be executed by the processor 202 in the RFT generation DPM 108 togenerate an RFT.

For embodiments in which the RFT DPM 15, the RFT display DPM 17, the ROcollector DPM 104, the RFT generator DPM 108, the coordinator DPM 110,or the RO distributor DPM 112 is configured as the DPM 200, the CRPI 212in those DPM may include one or more of the CRPI of CRPI suite 300, butthe CRPI 212 is not so limited as the CRPI 212 for any one or more ofthose DPM may include other CRPI as well. Table 1 illustrates CRPI usagefor the RFT DPM 15, the RFT display DPM 17, the RO collector DPM 104,the RFT generator DPM 108, the coordinator DPM 110, and the ROdistributor DPM 112. In Table 1, “Yes” indicates the CRPI is used inthat DPM, whereas “No” indicates that the CRIP is not used in that DPM.Any one of the example DPM, or even the RO/RFT database 106, may includeeach CRPI of CRPI suite 300.

TABLE 1 CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI CRPI DPM (302)(304) (306) (308) (310) (312) (314) (316) (318) (320) (322) DPM Yes YesYes Yes Yes Yes Yes Yes Yes Yes Yes (15) DPM Yes Yes Yes Yes Yes Yes YesYes Yes Yes Yes (17) DPM Yes Yes No No No No Yes Yes No Yes Yes (104)DPM Yes Yes Yes Yes No No No Yes Yes Yes Yes (108) DPM Yes Yes No No YesYes No Yes Yes Yes Yes (110) DPM Yes Yes Yes No No No No Yes No Yes Yes(112)

IV. Example GUI

A processor within a DPM, such as the RFT DPM 15, the RFT display DPM17, the RO display DPM 114, the RFT generator DPM 108, or thecoordinator DPM 110, may execute the CRPI 212 to display a GUI on thedisplay 214 to allow for selection of a vehicle and complaint. Thoseselections may be used when searching for an RO or an RFT.

FIG. 8, FIG. 9, and FIG. 10 show an example GUI 1200 that may bedisplayed on the display 214. The GUI 1200 may be referred to as afilter selection GUI. A filter selection GUI may display one or moreselection windows for selecting filter criteria. The filter criteriaselected using the filter selection GUI may be used to search the RO/RFTdatabase 106 to locate an RO, an RO group comprising RO that includedata matching at least a portion of the selected filter criteria, or anRFT. The GUI 1200 may include an RO/RFT viewer-display 1222, aselection-tab 1224 to select filter criteria pertaining to a vehicle,and a filter-selection window 1202 (e.g., a pop-up window or viewer).

As shown in FIG. 8, a filter-selection window 1202 may include windowselectors 1204, 1206, 1208, and 1210 and model year selectors 1220 forthe model years 1990 through 2012. The model year selectors 1220 mayinclude more or fewer years or different years than shown in FIG. 8. Thefilter-selection window 1202 may include a multi-selector 1212 toselect, using a single selection, all of the filter criteria currentlyselectable individually via the filter-selection window 1202. Thefilter-selection window 1202 may include a de-selector 1214 tode-select, using a single selection, all filter criteria presentlyselected via the filter-selection window 1202. The filter-selectionwindow 1202 may include a cancel selector 1216 to close thefilter-selection window 1202 prior to submitting any filter criteria forsearching the RO/RFT database 106, and a submit selector 1218 to enterselected filter criteria (such as model year, vehicle make, vehiclemodel, or engine identifier) for searching the RO/RFT database 106.

Selection of a window selector 1204, 1206, 1208 or 1210 may cause thefilter-selection window 1202 to change from displaying first selectablefilter criteria to displaying second selectable filter criteria. Theremainder of this paragraph describes the selectable filter criteriathat may be displayed upon selection of a window selector 1204, 1206,1208 or 1210. Selection of the window selector 1204 may cause thefilter-selection window 1202 to display the selectable model yearsselectors 1220. Selection of the window selector 1206 may cause thefilter-selection window 1202 to display selectable vehicle makeidentifiers, such as Subaru, Toyota, Ford, Chevrolet, and Cadillac.Selection of the window selector 1208 may cause the filter-selectionwindow 1202 to display selectable vehicle model identifiers, such as theselectable model identifiers 1226 shown in FIG. 9. Selection of thewindow selector 1210 may cause the filter-selection window 1202 todisplay selectable engine indicators that indicate engines used by avehicle manufacturer. The engine identifiers may include an enginedisplacement size, such as 5.7 Liter (L), or an orientation, such as V6,inline 6, or V8.

FIG. 10 shows the GUI 1200 displaying the RO/RFT viewer-display 1222,the selection-tab 1224, filter criteria indicators 400, and a filterselection-window 402 to select additional filter criteria. As filtercriteria are selected using the filter-selection window 1202 or thefilter selection-window 402, the selected filter criteria may bepresented using the filter criteria indicators 400. As shown in FIG. 10,the filter criteria indicators 400 indicate the following filtercriteria have been selected: a vehicle make (Subaru), model years(1990-2012), and a vehicle model (Impreza). In accordance with exampleembodiments in which the repairable item is an item other than avehicle, the selection-tab 1224 may indicate a selected repairable itemother than a vehicle, and the category selection-window 402 may presentselectable filter criteria associated with the repairable item ratherthan filter criteria associated with a vehicle.

The filter-selection window 402 may include filter-criteria categoryselectors 404, 406, 408, and 410. Selection of one of those selectorsmay cause category the selection-window 402 to display filter criteriaselectable for searching the RO/RFT database 106. The filter criteriadisplayed using the category selection-widow 402 after selecting thecategory selector 404 may include vehicle systems within the selectedvehicle, such as a vehicle braking system, a heating, ventilation andair conditioning (HVAC) system, an engine emissions system, a fuelsystem, a check engine light system or some other vehicle system. Thefilter criteria displayed using the category selection-widow 402 afterselecting the category selector 406 may include diagnostic trouble code(DTC) numbers (such as P0149) with or without a description of the DTCnumbers (such as Fuel Timing Error). The filter criteria displayed usingthe category selection-widow 402 after selecting the category selector408 may include component identifiers of components located on, at, orwithin a selected vehicle. The filter criteria displayed using thecategory selection-widow 402 after selecting the category selector 410may include symptom that may be exhibited in or by a selected vehicle.An example set of symptoms 412 that may be exhibited in or by theselected vehicle is shown in FIG. 10 within the filter-selection window402.

The filter-selection window 402 may include a cancel selector 414 toclose the filter-selection window 402 prior to submitting, using thefilter-selection window 402, any filter criteria for searching theRO/RFT database 106, and a submit selector 416 to enter filter criteria,selected using the filter-selection window 402, for searching the RO/RFTdatabase 106. Similar to the filter-selection window 1202, thefilter-selection window 402 may include a multi-selector to select,using a single selection, all of the filter criteria currentlyselectable individually via the filter-selection window 402. Similar tothe filter-selection window 1202, the filter-selection window 402 mayinclude a de-selector 1214 to de-select, using a single selection, allfilter criteria presently selected via the filter-selection window 1202.

Next, FIG. 11 shows a GUI 500 in accordance with example embodiments inwhich four RO groups 506, 508, 510, and 512 were located during a searchof the RO/RFT database 106 for search criteria comprising a vehicle make(Subaru), model years (1990-2012), a vehicle model (Impreza), a symptom(check engine light), a DTC (P1028), and a component (Thermostat). TheRO groups 506, 508, and 510 are for Subaru Impreza WRX with 2.5 Lturbocharged engine, model year 2010, 2009, and 2008, respectively. TheRO group 512 is for Subaru Impreza with a 2.5 L non-turbo chargedengine.

The GUI 500 may display a number of RO discovered for each RO-groupduring a search of the RO/RFT database 106. In FIG. 11, those numbersare shown in parenthesis. For instance thirty-three (33) RO were locatedfor RO group 512. In accordance with an embodiment in which the ROprovider DPM 102 includes multiple RO providers located throughout theUnited States and Canada, thirty-three distinct RO providers could eachhave provided one of the thirty-three RO located for the RO group 512.Alternatively, a single RO provider could have provided more than one ofthe thirty-three RO.

The GUI 500 may display indication that a recommended usable RO or anexisting RFT has been located, and may display a number of suggestedduplicate RO. If no suggested duplicate RO, recommended usable RO, orexisting RFT is located for an RO group, the displayed RO group mayindicate quantities of those items as “zero” or “0.” The GUI 500 mayalso display a number of RO that have already been classified asduplicate RO. For instance, the GUI 500 indicates that five duplicate ROwere located within the RO/RFT database 106 for the RO group 510.

The GUI 500 provides an interface to select an RO Group. In FIG. 11,selection interfaces 514 (Write a Real Fix) may be used to select an ROgroup in which an RFT has not yet been generated for the RO of that ROGroup or for the RO discovered for the given search criteria used tolocate the RO Group. Selecting an RO group via a selection interface 514may cause the display 214 to display a GUI 600 (shown in FIG. 12) with amessage 601 prompting a user to enter an RFT since no RFT was found forthe selected RO group. In FIG. 11, a selection interface 516 (LinkDuplicates) may be used to select an RO Group in which an RFT has beengenerated for the RO of that RO Group or for the RO discovered for thegiven search criteria used to locate the RO Group.

Duplicate RO lines within an RO group may be linked to an existing RFT.Doing so may increase the value of information available to repairtechnicians that access RO from the RO/RFT database 106. Multiple repairscenarios for a set of symptoms entered to search the RO/RFT database106 may be retrieved from the RO/RFT database 106 and presented to theRO display DPM 114 or the RFT display DPM 17. Each of the repairscenarios may be a confirmed repair scenario from a usable or duplicateRO. This may be beneficial to a technician since the technician mayweigh possible outcomes and probabilities of multiple repair scenariofor the symptoms the repairable item, the technician is working on, isexperiencing.

Next, FIG. 13 shows the GUI 600 in accordance with one or more of theexample embodiments described herein. The GUI 600 may be referred to asan RFT creation GUI. The GUI 600 may include a repairable itemdescription 602, an RO identifier 604, a line identifier 605, avalidation selection area 606, an RO information area 608, and a textentry area 610. The GUI 600 may be used to enter text to generate an RFTor to generate at least a portion of the RFT. Search criteria for agiven RO group may be included as part of the RFT or associated with theRFT.

The RFT may be associated with a subject RO. A subject RO may be storedwithin and retrieved from the RO/RFT database 106. For purposes of thisdescription, a subject RO is an RO identified by the RO identifier 604or the RO from which information is presented in the RO information area608. In the latter, the information presented in the RO information area608 may be service-operation information within a distinct section ofthe subject RO. To distinguish between multiple sections of subject ROs,each distinct section comprising service-operation regarding distinctservice requests may be assigned a unique RO line number, or more simplya “line” or “line number.” The assigned line number may be displayed atthe line identifier 605. A single RO may be assigned one or more RO linenumbers.

The GUI 600 may include a line selector 630 to cause the display 214 toswitch between the RO within an RO group or between lines on a singleRO. By way of example, the line selector 630 indicates “1 of 12” wherethe “1” indicates a first RO line among a number of RO lines within anRO group, and the “12” indicates the number of RO lines within the ROgroup.

A DPM in the system 100 may rank the RO lines within an RO group basedon likelihood of each RO line being most suitable for generating an RFT,and the DPM may position the RO lines within the RO group according tothat ranking. In accordance with at least some embodiments, an RO linedisplayed by the GUI 600 when the line selector 630 displays a low firstnumber, in comparison to an RO line displayed by the GUI 600 when theline selector 630 display a greater first number, is more likely to besuitable for generating an RFT.

The likelihood of generating an RFT from an RO line may be based on anumber of characters describing “work requested” or “work performed.” Adata record field, referred to below as “Field S,” may be compared tosimilar fields to determine the likelihood of generating an RFT. Inalternative embodiments, some or all of the line numbers of an RO groupare not ranked. The line selector 630 may be used to select a next ROwithin the RO group. Selection of the next RO may occur after avalidation selection from the validation selection area 606 occurs.

The repairable item description 602 describes a vehicle, in particular,a 2009 Subaru Impreza WRX 2.5 L, wherein “2009” is a model year of thevehicle, “Subaru” is a manufacturer of the vehicle, “Impreza WRX” is amodel identifier for the vehicle, and “2.5 L” is an engine identifierfor the vehicle. The repairable item description 602 may describerepairable items other than a vehicle. Information, other than modelyear, manufacturer, model identifier, or engine identifier, may be usedto describe the other types of repairable items.

The RO information area 608 may include information that was enteredonto the subject RO. The information entered onto the subject RO mayinclude “Work Requested” and “Work Performed.” As an example, atechnician that worked on the repairable item or a service manager at arepair location may enter the information onto an RO. The RO informationprovided to the RO/RFT database 106 from the RO collector DPM 104 mayindicate which information on the RO represents the “Work Performed” andwhich information represents the “Work Requested.” An RO may includemultiple Work Requested and Work Performed sections. Each pair of WorkRequested and Work Performed sections may be identified as distinctlines on the RO.

The RO information area 608 may be arranged in various configurations.In addition to displaying the “Work Requested” and the “Work Performed”described on the subject RO, the RO information area 608 may include aselector 628 “View Entire Repair Order” that is selectable to view thesubject RO in its entirety. The selector 628 may be a hyperlink.Selecting the selector 628 may cause the processor 202 to retrieve anddisplay the subject RO or the subject RO line. In one respect, theretrieved and displayed RO may be an original un-mapped RO. In anotherrespect, the retrieved and displayed RO may be a mapped RO that includesone or more standard terms that replaced one or more non-standard termsof the original un-mapped RO.

Retrieving the subject RO may include retrieving an SQL file or XML filethat embodies the subject RO. Alternatively, retrieving the subject ROmay include retrieving an image of the subject RO from the RO/RFTdatabase 106. The display 214 may display the subject RO or subject ROline retrieved from the RO/RFT database 106. Another selector (notshown), displayed with the subject RO or the subject RO line, may beselected to cause the display 214 to switch from displaying the subjectRO or subject RO line to displaying the GUI 600.

The validation selection area 606 includes the following validationselections: a usable RO selection 612, a non-usable RO selection 614,and a duplicate RO selection 616. The GUI 600 may receive a validationselection for a subject RO. A validation selection, selected for thesubject RO, may be provided to the processor 202 for storing in theRO/RFT database 106 as a validation selection associated with thesubject RO. A data record field, such as Field S described below, mayrecord the validation selection.

Selecting the usable RO selection 612 for the subject RO may cause theGUI 600 to transition from a mode for selecting a validation selectionto a mode for entering text to generate an RFT for the subject RO. Thattransition may include the display 214 switching from displaying the GUI600 to displaying a GUI 800 (shown in FIG. 15). In accordance with oneor more of the example embodiments, the usable RO selection 612 may beun-selectable if the processor 202 determines that the subject RO is arecommended duplicate RO for which an been generated.

Selecting the duplicate RO selection 616 for the subject RO may causethe GUI 600 to transition from the mode for selecting a validationselection to a mode for selecting a previously-generated RFT toassociate with the subject RO. That transition may include the display214 switching from displaying the GUI 600 to displaying the GUI 700(shown in FIG. 14). In accordance with some example embodiments, theduplicate RO selection 616 may be un-selectable if the processor 202determines that an RFT has not yet been generated for the subject RO orfor any other RO within an RO Group including the subject RO.

Selecting the non-usable RO selection 614 for the subject RO may causethe processor 202 to store data that indicates the subject RO is notusable for the search criteria entered to locate the subject RO.Additionally, the processor 202 may cause the display 214 to transitionfrom displaying the GUI 600 to displaying the GUI 1200 so that anothersubject RO may be selected for determining whether to classify the othersubject RO as a usable RO, duplicate RO, or non-usable RO.

In accordance with at least some example embodiments, classifying thesubject RO as a non-usable RO prevents the subject RO from beingpresented in search results of a search of the RO/RFT database 106 usingthe search criteria that were used to locate the subject RO, after thesubject RO was classified as non-usable for those search criteria.However, if the subject RO includes multiple RO lines with distinctservice-operation information, then selecting the non-usable ROselection 614 may cause the RO line with non-usable service-operationinformation to be classified as a non-usable RO line rather thanclassifying the entire RO as a non-usable RO. One or more other RO lineson that subject RO may include usable service-operation information.

The text entry area 610 may be arranged in any of a variety ofconfigurations. In accordance with an example embodiment in which thesubject RO pertains to a vehicle, the text entry area 610 may include atitle text entry box 618 for entering a title for an RFT, a complainttext entry box 620 for entering text to identify a complaint for theRFT, a cause text entry box 622 for entering text to identify a causefor the RFT, a correction text entry box 624 for entering text toidentify a correction for the RFT, and an attachment selector 626 forselecting to enter an attachment (e.g., a document saved in a portabledocument format (PDF)) for the RFT. Entering the complaint, cause andcorrection into the text entry area 610 may be referred to as enteringreal fix information as a 3C's real fix. A person skilled in the artwill understand that the text entry area 610 may include one or moredifferent text entry boxes for subject RO that pertain to repairableitems other than vehicles. Text entered into a text entry box may bepopulated into a field of an RFT.

Next, FIG. 14 shows a GUI 700 in accordance with example embodiments inwhich a subject RO or a subject RO line was classified as a duplicate RO(e.g., by selecting the duplicate RO selection 616 for the subject RO orsubject RO line). The GUI 700 includes an RFT selection area 702, andthe validation selection area 606 may include a drop-down box 708 fromwhich a validation selection may be selected.

The RFT selection area 702 includes selectable RFTs 704 and 706. Aportion of each of those RFTs may be displayed. Alternatively, noportion of the RFTs or the entire RFTs may be displayed within RFTselection area 702. Either of the RFTs 704 and 706 may be selected toview the entire RFT prior to one of those two RFTs being selected as anRFT to associate with the subject RO. The processor 202 may receive aselection of an RFT and cause the RO/RFT database 106 to associate thesubject RO with the selected RFT. As an example, each RFT may include orbe associated with an identifier, such as a numeric identifier. TheRO/RFT database 106 may store the RFT identifier along with the subjectRO in order to associate the subject RO with the selected RFT. As anexample, the RFT identifier may be stored in Field I of a data recordassociated with the subject RO.

As shown in the RO information area 608, the Work Performed Areaindicates that a thermostat was replaced. The RFT 704 states P1028,Replaced Thermostat. Therefore, the RFT 704 may be an appropriate RFTfor the subject RO 100101. The RFT 704 may be selected for display bythe display 214 prior to confirming that the entirety of RFT isappropriate for associating with the subject RO.

Next, FIG. 15 shows a GUI 800 in accordance with one or more exampleembodiments in which a subject RO was classified as a usable RO (e.g.,by selecting the usable RO selection 612 for the subject RO). By way ofexample, the subject RO shown in FIG. 15 is assigned RO number 31813 andline number 93486, and pertains to a 1994 Ford Ranger Splash with a 4.0L engine. GUI 800 may display RO that pertain to other repairable items.

The GUI 800 includes an insert phrases selector 802 that, uponselection, causes the display to display an insert phrases area 804(e.g., a pop-up window on or within the GUI 800). The insert phrasesarea 804 may include standard phrases that are selectable from astandard phrase list (SPL) to fill out various fields in the text entryarea 610.

The insert phrases area 804 may include multiple standard phrase lists(SPLs). Those SPLs may include a diagnostic trouble codes (DTCs) SPL806, a symptoms SPL 808, a components SPL 810, a complaints SPL 812, acauses SPL 814, and a corrections SPL 816. The insert phrases area 804may include a search box 818 for faster navigation of an SPL, a sliderbar 820 to scroll up or scroll down an SPL displayed by insert phrasesarea 804, and an SPL exit selector 822 to cause the processor 202 tostop displaying the insert phrases area 804. The SPLs of the insertphrase area 804 may be populated with phrases stored within phrase data1916 (shown in FIG. 21).

The DTCs SPL 806 may include standard DTC descriptions of DTCs settableby or within a repairable item. In FIG. 15, the GUI 800 is showndisplaying standard DTC descriptions of DTCs ranging from B0001 toB0028. Standard DTC descriptions of other DTCs settable by or within therepairable item may be displayed by using the slider bar 820. Any one ormore of those standard DTC descriptions displayed by the GUI 800 may beselected for entry into a field of the text entry area 610. As anexample, the standard description of DTC B0011 may be selected forplacement into the complaint text entry box 620.

Selecting a standard phrase for placement into a text entry box of thetext entry area 610 for each subject RO that pertains to commonrepairable items having a common complaint may be beneficial to users ofthe system 100. One such benefit is that an increased number of RO areassociated with a common complaint. A search of the RO/RFT database 106using the common complaint as search criteria may lead to finding moreRO in the RO/RFT database 106 that match the search criteria.

Next, FIG. 16 and FIG. 17 show a GUI 850 and a GUI 875, respectively, inaccordance with one or more example embodiments in which an RO wasclassified as a usable RO. Those GUI display a subject RO that isassigned RO number 48861 and a line number 600522, and that pertains toa 2005 Mini Cooper (Base) with a 1.6 L four cylinder engine. Other ROmay also be displayed by the GUI 850 or the GUI 875.

The GUI 850 includes a system selector 852. The system selector 852 maypresent selectable systems using a pop-up window or using some otherarrangement, such as a set of check boxes. A system selected using thesystem selector 852 may be used to classify an RFT entered via the GUI850. The system classification may indicate a publication class of RFTsunder which the RFT should be published. FIG. 17 shows examplepublication classes other than engine. The GUI 850 also includes therepairable item description 602, the RO identifier 604, the lineidentifier 605, the title text entry box 618, the complaint text entrybox 620, the cause text entry box 622, the correction text entry box624, and the insert phrases selector 802. The GUI 850 may include otherelements of the GUI 600, but those elements are not shown in FIG. 16.

The GUI 875 includes the system selector 852 and a pop-up window 854presenting selectable systems. The selector 216 may trigger a selectorbar 856 to move up or down within the pop-up window 854 to select asystem. The GUI 875 also includes the repairable item description 602,the RO identifier 604, the line identifier 605, the validation selectionarea 606, the RO information area 608, the usable RO selection 612, thenon-usable RO selection 614, the duplicate RO selection 616, the titletext entry box 618, the complaint text entry box 620, the cause textentry box 622, the correction text entry box 624, and the selector 628.The GUI 875 may also include user navigation selectors, such as the“Home,” “About,” “Search,” and “Reporting” selectors shown in theupper-right corner of the GUI 875.

Returning to FIG. 11, the GUI 500 may display numbers that indicate howmany RO or RO lines are within each RO group. In FIG. 11, those numbersare shown within parenthesis. For example, eleven RO or RO lines arewithin the RO group 508. After validating each RO or RO line within anRO group, the validated RO group or an RFT generated for the RO groupmay be submitted for review and publishing. Submission of the RO groupor the RFT may occur in various ways. For example, submission of the ROgroup may occur automatically when the validation selection of the lastRO within the RO group is selected. As another example, a GUI, such asthe GUI 500, 600, 700, 800 or 900, may include a submit-RO-groupselector (not shown). The RO groups that have been submitted for review,but not yet published for presenting to the RO display DPM 114, may beshown on a GUI displayable at the coordinator DPM 110. A coordinator mayselect an RO group from that GUI in order to review a real-time fix orvalidation selections for RO within the selected RO group. That reviewmay include displaying a quality control (QC) GUI.

The coordinator DPM 110 may display a cancel-submission selector on aGUI to allow a fix-generator to cancel submission of the RO group forreview and publication. Use of the cancel-submission selector may beused if the fix-generator determines the need to revise a validationselection or the RFT for a submitted RO group. Canceling submission of asubmitted RO group may cause that RO group to be returned to the RFTgenerator DPM 108 for revising by a fix-generator.

Next, FIG. 18 shows an example QC GUI 900 in accordance with one or moreexample embodiments described herein. The QC GUI 900 may be used forreviewing RFTs prior to the tips being published for presentation to theRFT display DPM 17 or the RO display DPM 114. The QC GUI 900 is not solimited though as it could be configured for reviewing RFTs afterpublication. A coordinator may be a person other than the person thatgenerated the RFT using the system 100. The QC GUI 900 may display thefields of the text entry area 610 and the text entered into the fields.

The QC GUI 900 may include one or more of the validation selections,such as the usable RO selection 612, the non-usable RO selection 614,and the duplicate RO selection 616. Selecting the usable RO selection612 for an RFT displayed by the QC GUI 900 may cause the processor 202to associate that RFT with the subject RO or a group of RO including thesubject RO. In accordance with one or more example embodiments, an RFTthat has been selected, using the QC GUI 900, as a usable RO may beclassified as a published RFT. Published RFTs may include RFTs that arepresentable to the RFT display DPM 17 or the RO display DPM 114.

In addition to publishing the RFT, the subject RO and any duplicate ROof the subject RO may be published along with the RFT. For instance, ifan RFT is published for the RO group 510, the RFT and each RO of the ROgroup 510 may be published concurrently with the RFT.

Selecting the non-usable RO selection 614 for an RFT displayed by the QCGUI 900 may cause a reviewer comment area 904 to become active. Thereviewer comment area 904 may be within a pop-up window overlaid over aportion of the QC GUI 900. The reviewer comment area 904 is shown tohave selectable pre-authored reasons why the RFT should be returned forrevising the RFT. Spontaneous reasons may be entered using an AddComment area of the reviewer comment area 904. Reasons other than thereasons shown in FIG. 18 or the Add Comment area may be included toinput reasons why the RFT should be returned for revisions. Uponentering one or more reasons for returning an RFT prior to publication,a submit selector 908 may be selected to submit the reasons and to causethe subject RO or a group of RO including the subject RO to be returnedto a person that generated the RFT along with a request to revise theRFT or to another fix-generator.

The RFT generator DPM 108 may generate, for display using the display214, an RFT revision GUI (not shown) that identifies RFTs that have beenreturned from a coordinator using the QC GUI 900. The RFT revision GUImay display the reasons why the RFT was returned by a QC coordinator andtext entry areas for revising the RFT. The RFT revision GUI may includea selector to re-submit the RFT for review using the QC GUI 900.

Selecting the duplicate RO selection 616 for an RFT displayed by the QCGUI 900 may cause the RFT to be flagged as an RFT to be compared toanother RO associated with an RFT. In use, a coordinator (e.g., areviewer) of the displayed RFT may suspect that an RFT has already beengenerated for another RO having data similar to the data in the textentry area 610 for the displayed RFT and a similar repairable item. TheQC GUI 900 may include a search selector 906 to search for, among otherthings in the RO/RFT database 106, previously-entered RFTs. The searchselector 906 may be referred to as a “Search Ask-a-Tech” selector, butis not so limited. In accordance with one or more of the exampleembodiments, the RFT generator DPM 108 may be configured to present aselector that allows a user to select the previously-generated RFT orthe duplicate RFT as a tip to use for the subject RO and other ROduplicates of the subject RO.

The GUI 900 may include a publish selector 910 for entering a selectionto publish the RFT. The publish selector 910 may cause the RFT to bestored in the RO/RFT database 106 as a published RFT, or data indicatingthe RFT is a published RFT.

V. Displayable Pages for Real-Fix Tips

Next, FIGS. 27 and 28 show displayable pages pertaining to real-fixtips. FIGS. 27 and 28 show a display 621 (e.g., the display 214 in FIG.6) displaying displayable pages 623 and 625, respectively. Thedisplayable pages 623 and 625 include a vehicle search box 627 in whicha vehicle identifier in the form of a YMM, YMME, YMMES vehicleidentifier or in another form may be entered for searching for an RFT.The displayable pages 623 and 625 include a symptom search box 629 inwhich at least one of a vehicle symptom (e.g., a DTC or a termdescribing a vehicle symptom such as engine hesitates) and a component(e.g., mass airflow sensor) may be entered for searching for the RFT.The displayable pages 623 and 625 include the selector 59 to select orpoint to the items displayed on the displayable pages 623 and 625.

The displayable pages 623 and 625 include a recall display 631 and abulletin display 633. After entering a vehicle and symptom (e.g., DTCP0101) as search criterion in the vehicle search box 627 and the searchbox 629 respectively, the RFT display DPM 17 may transmit a searchrequest based on the search criterion and in response receive a list ofcomponents that were previously serviced to resolve the symptom on thevehicle, a list or quantity of recall or campaign notices from an OEM ofthe vehicle and pertaining to the vehicle and symptom, and a list orquantify of technical service bulletin (TSB) from an OEM of the vehicleand pertaining to the vehicle and symptom. The quantity of recall orcampaign notices may be displayed in the recall display 631. Thequantity of TSB may be displayed in the bulletin display 633. Theselector 59 may be used to select the recall display 631 and theprocessor 202 may update the displayable page 623 or 625 to display thelist of recall or campaign notices. The selector 59 may be used toselect the bulletin display 633 and the processor 202 may update thedisplayable page 623 or 625 to display the list of TSB.

In another respect, after entering a vehicle and component (e.g., coil)as search criterion in the vehicle search box 627 and the search box 629respectively, the RFT display DPM 17 may transmit a search request basedon the search criterion and in response receive a list of symptoms onvehicles that were previously serviced to resolve the symptom (e.g., byservicing the searched component), a list or quantity of recall orcampaign notices from an OEM of the vehicle and pertaining to thevehicle and component, and a list or quantify of technical servicebulletin (TSB) from an OEM of the vehicle and pertaining to the vehicleand component.

In yet another respect, after entering a vehicle and a symptom andcomponent as search criterion in the vehicle search box 627 and thesearch box 629 respectively, the RFT display DPM 17 may transmit asearch request based on the search criterion and in response receive alist of symptoms or components on vehicles that were previously servicedto resolve the symptom (e.g., by servicing the searched component), alist or quantity of recall or campaign notices from an OEM of thevehicle and pertaining to the vehicle, symptom, and component, and alist or quantify of technical service bulletin (TSB) from an OEM of thevehicle and pertaining to the vehicle, symptom, and component.

The displayable pages 623 and 625 include the set of tabs 53 and thecurrent tab 55 indicating which tab is currently selected or beingdisplayed. In FIGS. 27 and 28, the “INDEX” tab is currently selected anddisplayed. In one respect, the displayable pages 623 and 625 may bedisplayed only under the INDEX tab. In another respect, the displayablepages 623 and 625 may be displayed under the INDEX tab or at least oneother tab of the set of tabs 53.

The displayable pages 623 and 625 may include one or more graphicalrepresentations pertaining to the search criteria. For example, thedisplayable pages 623 and 625 include a graph 637 showing quantities ofvarious components 651 with respect to distances 649 vehicle have beendriven when a service-operation was performed on those components. As anexample, the distances may be miles or kilometers. As another example,the displayable page 623 includes a bar chart 641 showing variouscomponent names of components previously serviced on vehicles matchingthe searched vehicle. The bar chart 641 is shown unexpanded in FIG. 27such that more component names may be displayed on the displayable page623. The component names may be listed in sequence from greatest tolowest quantity of service-operations or in another manner. The selector59 may be used to select a component name within the bar chart 641. FIG.28 shows that the mass airflow sensor component name has been selectedsuch that the bar chart is expanded to show a list of RFT 643corresponding to the selected component. The list of RFT 643 may includea title 645 of each RFT and text 647 from at least one of the complaint,cause or correction fields of each RFT. The ranking of RFT based onquantities of service-operations may be displayed without using a barchart. For example, the ranking of RFT may be textual or a differenttype of graph such as a pie chart or histogram. A textual ranking mayinclude text such as:

Mass Airflow Meter . . . 1000 Fixes—View Real Fixes

Fuel Filter . . . 33 Fixes—View Real Fixes

Intake Manifold Gasket . . . 25 Fixes—View Real Fixes, where theunderlined text is a pointer selectable by the selector 59 expand thelist of RFT to display details of the RFT as shown in the followingexample text that may be displayed on the display 214.

Mass Airflow Meter. . . 1000 Fixes—View Real Fixes

-   -   P0101, Replaced Mass Airflow Sensor    -   . . . scan tool and found code P0101—Mass or Volume . . .    -   P0101, Engine hesitates, Replaced Mass Airflow Sensor    -   . . . concern and verified P0101, —Mass or Volume . . .

Fuel Filter . . . 33 Fixes—View Real Fixes

Intake Manifold Gasket . . . 25 Fixes—View Real Fixes.

The selector 59 may select an RFT from the RFT list 643 to cause the RFTdisplay device 17 to display the selected RFT. Displaying the RFT inresponse to selecting the RFT from the RFT list may include the RFTdisplay DPM displaying the title, complaint, cause, and correctionfields of the RFT. Displaying the RFT in response to selecting the RFTfrom the RFT list may include displaying an RFT augmented with pointersto additional content (as shown in FIG. 1).

V. Example Operation A. RFT Generation

FIG. 25 shows a flowchart depicting a set of functions 250 (or moresimply “the set 250”) that may be carried out in accordance with theexample embodiments described in this description. The set 250 includesthe functions shown in blocks labeled with whole numbers 251 through 256inclusive. The following description of the set 250 refers to itemsshown in other figures of this description, but the functions of the set250 are not limited to being carried out only by those items. A numberof methods may be performed using all of the functions shown in the set250 or any proper subset of the functions shown in the set 250. Any ofthose methods may be performed with other functions such as one or moreof the other functions described in this description. Each or anyfunction of the set 250 that is performed by the processor 202 mayinclude the processor executing the CRPI 212, such as the programinstructions within the CRPI suite 300. The CRPI 212 may include programinstructions to perform each and any function of the set 250.

Block 251 includes determining, by at least one processor 202 forgenerating a RFT pertaining to a complaint and a vehicle, first textdescribing at least one of a cause of the complaint and how the causefor the complaint was discovered, and second text describing aservice-operating performed on the vehicle to resolve the complaint. Asan example, the processor 202 of the RFT DPM 15 may determine thecomplaint and the vehicle from a GUI, such as the GUI 1200. For thisexample, a user may enter the vehicle and complaint via the GUI 1200. Asanother example, the processor 202 of the RFT DPM 15 may determine thecomplaint and the vehicle from a group of RO, such as a group of mappedRO pertaining to a common vehicle type and a common complaint, andstored in the mapped RO 1902. For this example, the processor 202 maydetermine that the group of RO includes at least a threshold number ofRO. Use of threshold provides a way ensure RFT are generated forvehicles and complaints that occur more often. As an example thethreshold number of RO may be 100, 1000, 10,000 or some other number ofRO.

The vehicle determined by the at least one processor 202 may be avehicle indicated by a YMM, a YMME, or a YMMES. The YMM, YMME, or YMMESmay be determined by a VIN entered into the GUI 1200. Additionally oralternatively, the YMM, YMME, or YMMES may be determined from the groupof RO having a common complaint.

Block 252 includes determining, by the at least one processor 202, atleast one of (i) first additional content relevant to the complaint, thevehicle, and a portion of the first text, and (ii) second additionalcontent relevant to the complaint, the vehicle, the cause, and a portionof the second text.

The processor 202 may execute the search CRPI 302 to search the contentdatabase 13 based on at least the complaint, the vehicle, and theportion of the first text to determine whether the content database 13includes additional content relevant to the complaint, the vehicle, andthe portion of the first text. In a first case, a result of the searchis that no additional content was located. In a second case, a result ofthe search is that additional content was located within the contentdatabase 13. The result in the second case may include a pointer to theadditional content located during the search. The processor 202 maystore the pointer for generation of a first RFT including the pointer.As an example, the content located during the search may include one ormore of an image, a measurement instruction executable by a dataprocessing machine to perform a measurement (e.g., a voltage, current orresistance measurement), a vehicle data request executable by the dataprocessing machine to request data (e.g., PID values) from the vehicle,and a textual test description.

Block 253 includes generating, by the at least one processor 202, afirst RFT, wherein the first RFT includes a first file comprising thefirst text, the second text, and a respective pointer to the at leastone of the first additional content and the second additional content.Each pointer may include a hyperlink within the first file. The firstfile may be arranged as an extensible markup language (XML) file or as adifferent type of markup language file.

The first RFT may include other items in addition to the first file. Forexample, the first RFT may include metadata. The metadata may includeinformation how to display the first RFT. Such information may beconfigured as a stylesheet or in another configuration. Furthermore, thefile of any RFT including text for a cause and text for a correction mayinclude one or more text describing a title of the RFT, text describingthe complaint, and text describing the vehicle (e.g., the vehicleidentifiers).

In a first case, the respective pointer to the at least one of the firstadditional content and the second additional content includes a firstpointer pointing to one of the first additional content and the secondadditional content. In a second case, the respective pointer to the atleast one of the first additional content and the second additionalcontent includes a second pointer pointing to one of the firstadditional content and the second additional content not pointed to bythe first pointer.

Block 254 includes storing, by the at least one processor 202, the firstRFT within the computer-readable medium 208. The first RFT may be storedwithin the RO/RFT database 106, which may located at or within the RFTDPM 15 or separate from the RFT DPM 15. In particular, the first RFT maybe stored within the RFT 1912.

Block 255 includes receiving, by the at least one processor 202, arequest for a RFT pertaining to the complaint and the vehicle. Therequest may be generated at the RFT display DPM 17. The request may betransmitted over the communication network 11 by the network transceiver204 of the RFT display DPM 17. The network transceiver 204 of the RFTDPM 15 may receive the request and provide the received request to oneor more of the processor 202 and the CRM 208.

The RFT DPM 15 may search the RO/RFT database 106 based at least in parton the complaint and the vehicle to locate one or more RFT that pertainto the complaint and to the vehicle. As an example, the RFT DPM maylocate the first RFT by searching the RO/RFT database 106. In a firstcase, the first RFT may be the only RFT discovered during the search. Ina second case, the first RFT may include one of two or more RFTpertaining to the complaint and the vehicle discovered during thesearch.

Block 256 includes outputting, by the at least one processor 202 inresponse to the request, the first file stored within the CRM. As anexample, outputting the first file may include the processor 202providing the first file to the network transceiver 204. As anotherexample, outputting the first file may include the processor 202 causingthe network transceiver 204 to transmit the first file to thecommunication network 11. The communication network 11 may carry thefirst file to the RFT display DPM 17 for displaying on the display 214of the RFT display DPM.

Outputting the first file may include outputting a network communicationthat includes the first file of the first RFT, a destination address ofthe RFT display DPM 17, and a source address of the RFT DPM 15.Outputting the first file may include outputting other items of thefirst RFT besides the first file, such as the metadata regarding thefirst RFT or the first file.

Additional functions can be performed in conjunction with one of morefunctions of the set 250. For example, the additional functions mayinclude receiving, by the at least one processor 202 after outputtingthe first file, a selection of the first pointer (e.g., the pointer 41).Another function is obtaining, by the at least one processor 202 inresponse to receiving the selection of the first pointer, the one of thefirst additional content and the second additional content pointed to bythe first pointer (e.g., the additional content shown in the ACV 61).The processor 202 may request that additional content from the contentdatabase 13. Thereafter, the at least one processor 202 may output theone of the first additional content and the second additional contentpointed to by the first pointer. As an example, that additional contentoutput by the RFT DPM 15 may be displayed on the display 214 (or thedisplay 33 as shown in FIG. 2).

As another example, the additional functions may include receiving, bythe at least one processor 202 after outputting the first file, aselection of the second pointer (e.g., the pointer 43). Another functionis obtaining, by the at least one processor 202 in response to receivingthe selection of the second pointer, the one of the first additionalcontent and the second additional content pointed to by the secondpointer but not by the first pointer (e.g., the additional content shownin the ACV 71). The processor 202 may request that additional contentfrom the content database 13. Thereafter, the at least one processor 202may output the one of the first additional content and the secondadditional content pointed to by the second pointer but not by the firstpointer.

B. RFT Output

FIG. 26 shows a flowchart depicting a set of functions 260 (or moresimply “the set 260”) that may be carried out in accordance with theexample embodiments described in this description. The set 260 includesthe functions shown in blocks labeled with whole numbers 261 through 265inclusive. The following description of the set 260 refers to itemsshown in other figures of this description, but the functions of the set260 are not limited to being carried out only by those items. A numberof methods may be performed using all of the functions shown in the set260 or any proper subset of the functions shown in the set 260. Any ofthose methods may be performed with other functions such as one or moreof the other functions described in this description. Each or anyfunction of the set 260 that is performed by the processor 202 mayinclude the processor executing the CRPI 212, such as the programinstructions within the CRPI suite 300. The CRPI 212 may include programinstructions to perform each and any function of the set 260.

Block 261 includes outputting, by at least one processor 202, a requestfor a real-fix tip pertaining to a complaint and a vehicle, wherein therequest includes an identifier of the complaint and an identifier of thevehicle. The processor 202 for the set 260 may be the processor withinthe RFT display DPM 17. The processor 202 may receive selections of acomplaint and vehicle from the user interface 206 while the display 214of the RFT display DPM 17 is displaying a GUI, such as the GUI 1200. Therequest may include a destination address of the RFT DPM 15 or anotherDPM that is configured to search the RO/RFT database 106 for RFT. Therequest may include a source address of the RFT display DPM 17 so thatthe destination may provide responses to the RFT display DPM 17.

Block 262 includes receiving, by the at least one processor 202 afteroutputting the request, a first file of a first real-fix tip pertainingto the complaint and the vehicle. The at least one processor 202 mayreceive the first file from another component of the RFT display DPM 17,such as the network transceiver 204 or the CRM 208. The networktransceiver 204 may receive the first file from the communicationnetwork 11 as transmitted by the RFT DPM 17 or another DPM that obtainedthe first file from the RO/RFT database 16. The at least one processor202 may receive other parts of an RFT that includes the first file, suchas metadata that identifies how to display the first file.

Block 263 includes outputting, by the at least one processor to adisplay connected to the at least one processor, first text and secondtext of the first file, wherein the first text describes at least one ofa cause of the complaint and how the cause of the complaint wasdiscovered, wherein the second text describes a service-operationperformed on the vehicle to resolve the complaint, wherein one of thefirst text and the second text includes a first pointer (e.g., pointer41 or pointer 45) pointing to first additional content (e.g., theadditional content shown in the ACV 61 or 81), wherein if the first textincludes the first pointer, the first additional content includescontent relevant to the complaint, the vehicle, and a portion of thefirst text, and wherein if the second text includes the first pointer,the first additional content includes content relevant to the complaint,the vehicle, the cause, and a portion of the second text.

Block 264 includes receiving, by the at least one processor 202, aselection of the first pointer while displayed by the display 214. Theselector 216 may receive or detect the selection and provide theselection to the processor 202.

Block 265 includes outputting, by the at least one processor 202 to thedisplay 214, the first additional content pointed to by the firstpointer. Outputting the first additional content may includetransmitting the first additional content over the connection mechanism210 from the processor 202 to the display 214. The display 214 mayreceive and display the first additional content. Displaying the firstadditional content may include displaying the first additional contentoverlaid upon at least a portion of the first text and second text ofthe first file of the RFT.

Additional functions can be performed in conjunction with one of morefunctions of the set 260. The additional functions may be performed fora case in which the first additional content displayed by the display214 includes a parameter identifier associated with vehicle data the atleast one processor 202 may request. As an example, the additionalfunctions may include receiving, by the at least one processor 202, aninput selecting the vehicle data parameter identifier, requesting, bythe at least one processor 202, the vehicle data associated with theparameter identifier, receiving, by the at least one processor 202, thevehicle data requested by the at least one processor 202, and outputtingto the display a value determined from the vehicle data received by theat least one processor 202. In this example case, the networktransceiver 204 may include a transmitter and receiver that areconnectable to a vehicle communication link within the vehicle 19. Atransmitter of the network transceiver 204 may transmit a request forthe vehicle data over the vehicle communication link. A receiver of thenetwork transceiver 204 may receive the vehicle data requested by the atleast one processor 202. As an example, the displayed value mayrepresent a signal level detected by a sensor within the vehicle 19 or astatus of whether a DTC is active within the vehicle.

As another example, the additional functions may include the processor202 receiving a selection of a closer viewer box (e.g., closer viewerbox 65) or a selection of a portion of the display outside of an ACV andresponsively remove the ACV from the display and return to displayingthe RFT which includes the pointer selected to display the additionalconvent viewer. The processor 202 may receive selection of the same oranother pointer displayed in the RFT, transmit a request for theadditional content pointed to by the pointer, receive the additionalcontent, and display the additional content within an ACV.

As another example, the additional functions may include the processor202 receiving a selection from within the ACV. The selection from withinthe ACV may include a selection of a pointer to other additional contentnot currently displayed. In response to receiving that selection, theprocessor 202 may transmit a request for the additional content pointedto by the pointer selected from within the ACV, receive the additionalcontent, and display the additional content within a different ACV.

As another example, the selection from within the ACV may include ameasurement selection for a first measurement the at least one processor202 may perform. In response to receiving that selection, the processormay receive an input selecting the measurement selection, perform thefirst measurement, and output to the display 214 a value determined byperforming the first measurement. The display 214 may display themeasurement value.

C. RFT Generator DPM Functions

A DPM, such as the RFT generator DPM 108 or the RFT DPM 15, may performone or more of the following functions pertaining to an RFT. Since theRFT generator DPM 108 and the RFT DPM 15 may be arranged like the DPM200, elements of the DPM 200 are discussed with regard to the RFTgenerator DPM 108 or the RFT DPM 15 performing those functions.

The display 214 may display a logon GUI that allows a user to enter datafor logging onto the RO/RFT database 106. The RO/RFT database 106 mayinclude account data that may be compared to data entered using the RFTgenerator DPM 108 to ensure that the user has permission to access theRO/RFT database 106.

The processor 202 may search the additional content database 13 toidentify additional content to be pointed to by a pointer within an RFT,select the identified additional content, and add a pointer to theadditional content within an RFT, or generated an RFT with the pointerto the additional content. The additional content may remain stored inthe additional content database. A copy of the additional contentpointed to by a pointer may be stored in the RO/RFT database 106 or inanother CRM. As an example, the additional content may include an imageof a vehicle component, a schematic diagram of electrical circuitry, orsome other image. The display 214 may display the RFT and a user mayconfirm that the additional content pointed to by the pointer isappropriate additional content for the RFT. The processor 202 may removea pointer to additional content from an RFT if the additional content isdetermined to be inappropriate for the RFT or for some other reason.

The processor 202 may produce a hover view within a GUI to display anRFT. FIG. 19 shows a hover view 710 for the GUI 700. The selector 216may control an element pointer, such as a mouse pointer displayed on aGUI, to cause the display 214 to display the hover view. As an example,a pointer (not shown) displayed on the GUI 700 may be moved into closeproximity to a title of a selectable RFT 704. When the pointer is withina threshold distance of any portion of the title, a hover view showingthe RFT in its entirety may be displayed without closing the GUI 700 orchanging to another GUI. When the pointer is moved beyond the thresholddistance away from the title while the hover view is displaying the RFT,the hover view may close so that the RFT is no longer presented within ahover view.

D. Coordinator DPM Functions

A DPM, such as the coordinator DPM 110 may perform one or more of thefollowing functions described in this section of the description. Sincecoordinator DPM 110 may be arranged like DPM 200, elements of DPM 200are discussed with regard to coordinator DPM 110 performing thosefunctions. The processor 202 executing the CRPI 212 may receiveselections or other data input by a user of a DPM and carry outfunctions in response to receiving the selections or other data. Thecoordinator DPM 110 may be configured to perform any function that theRFT generator DPM 108 may perform.

The display 214 may display a logon GUI that allows a user to enter datafor logging onto the RO/RFT database 106. The RO/RFT database 106 mayinclude account data that may be compared to data entered using thecoordinator DPM 110 to ensure that a user of the DPM coordinator DPM 110has permission to access the RO/RFT database 106.

The coordinator DPM 110 may be used to navigate the RO/RFT database 106to select RFT awaiting publication. That navigation may occur using theGUI 500.

The coordinator DPM 110 may display a list of RFT on the display 214,and receive a selection of an RFT being displayed. As an example, thecoordinator DPM 110 may display the list of RFT using the GUI 600 oranother GUI. The list may include a title of the RFT and a time stampthat indicates, a date and time that the RFT was submitted forpublication or approved for publication. The RFTs in the list may besorted by a vehicle name (most recent year first), then by symptom, andthen by RFT tile. Other examples of criteria for sorting RFTs are alsopossible. As another example, the coordinator may enter the RFTselection using an input device, such as a mouse or touch screen, of thecoordinator DPM 110. Selecting a displayed RFT may via the GUI 600 oranother GUI.

The coordinator DPM 110 may receive a selection of an RFT from the GUI600 or another GUI. The coordinator may enter that selection using theselector 216.

The coordinator DPM 110 may display the RFT, selected via thecoordinator DPM 110, and text of an RO. The coordinator DPM 110 maypresent the QC GUI 900 to return an RFT to a user and to publish an RFTfor presentation at the RFT display DPM 17. The QC GUI 900 may include aprompt to add notes and to receive notes entered by at the userinterface 206 The QC GUI 900 may include a prompt to confirm submissionof entered notes and a request to return the RFT to the fix-generatorfor editing. The QC GUI 900 may receive a selection to confirmsubmission of the entered notes and request to return the RFT. The QCGUI 900 may also receive a selection to cancel entering the notes orreturning the RFT. The coordinator DPM 110 may further be arranged topresent a GUI, such as the QC GUI 900, to create or edit an RFT.

VI. RO Pre-Mapping

One or more of the example embodiments described herein may includeelements or functions pertaining to pre-mapping of RO. Pre-mapping an ROmay include a processor executing RO mapping CRPI 320 to compare text orsymbols of a computer-readable RO stored in the RO/RFT database 106 tomapping terms, standard terms, context terms, or data record fields andto generate a searchable database record associated with the RO.Pre-mapping an RO may include generating a mapped RO that includesstandard terms or phrases in place of non-standard terms or phrases thatare part of the un-mapped RO. After pre-mapping RO, data recordsgenerated during the pre-mapping may be searched to locate RO within theRO/RFT database 106 instead of searching the RO themselves.

FIG. 20 shows an example RO 180. RO 180 may be generated by the ROprovider DPM 102 and provided to the RO collector DPM 104 as anon-computer-readable RO (e.g., a paper RO) or as a computer-readable ROstorable in a CRM, such as the CRM of the RO/RFT database 106. Thecomputer-readable RO may be arranged as a structured query language(SQL) file. Alternatively, the computer-readable RO may be arranged asan extensible markup language (XML) file. An original computer-readableRO provided by the RO provider DPM 102 is an un-mapped RO. Similarly, anoriginal computer-readable RO generated by the RO collector DPM 104prior to any pre-mapping of that RO is also an un-mapped RO.

The RO 180 includes a service provider identifier 181, a date of serviceidentifier 182, a customer indicator 183 that indicates a customerseeking service of a given vehicle, vehicle information 184 thatindicates the given vehicle, a service request 185 indicating thecomplaint or service requested by the customer, parts information 186indicating parts obtained for servicing the given vehicle, andservice-operation information 187, 188, and 189 carried out on the givenvehicle.

The service provider identifier 181 may include information thatindicates a name and geographic location of the service provider. Thevehicle information 184 may include a vehicle identification number(VIN) associated with the given vehicle and a description of the givenvehicle. The service-operation information 187, 188, and 189 may includeinformation within distinct sections 190, 191, and 192, respectively, ofthe RO 180. The service-operation information within any one distinctsection 190, 191, and 192 may be unrelated to the service-operationinformation with any other distinct section. Alternatively, two or moredistinct sections including service-operation information may pertain torelated service operations performed on the given vehicle.

Some RO stored within the RO/RFT database 106 may be arranged in aconfiguration that differs from the RO 180. Nevertheless, the ROarranged in another configuration typically includes at least one of thetypes of information described above as being a part of the RO 180.

The RO stored within the RO/RFT database 106 may include searchable textor symbols (e.g., text, symbols, or text and symbols). As an example, asymbol on an RO may include an empty check box or a checkbox and acheckmark inside the checkbox.

Multiple portions of text on a RO may be grouped as phrases. Whencomparing contents of an RO to various terms, such as mapping terms,standard terms, or context terms, words within a given proximity to oneor more other words may be grouped as a phrase to be compared to themapping, standard, or context terms. The given proximity may be within Xwords, where X equals 1, 2, 3, 4, 5, or some other number of words. Asan example, service-operation information 187 states “Checkstarter/ignition system.” The words “Check” and “ignition system” arewithin 3 words of one another. In accordance with an embodiment in whichthe given proximity is greater than 1 word, the words “Check” and“ignition system” may be grouped as the phrase “Check ignition system”for comparison to mapping, standard, or context terms.

The RO 180 includes labor operation codes (LOC). The labor operationcodes may conform to those defined by a vehicle manufacturer, a serviceprovider that generates an RO, a service information provider, such asMitchell Repair Information, LLC, Poway, Calif., or some other entity.For simplicity of FIG. 20, the labor operation codes are shown withinparenthesis, such as (C45) and (C117). Each LOC may refer to aparticular operation performed to the given vehicle. A DPM within thesystem 100 may use a LOC to determine what type of operation wasperformed to the given vehicle if other information regarding thatoperation is incomplete or described using non-standard phrases orterms. A DPM may also use LOC to determine context for a service line ofthe RO.

FIG. 21 shows additional details of the RO/RFT database 106 inaccordance with one or more example embodiments. As shown in FIG. 21,the RO/RFT database 106 includes un-mapped RO 1900, mapped RO 1902,mapping terms 1904, standard terms 1906, context terms 1908, RO datarecords 1910, RFT 1912, RO group data 1914, and phrase data 1916. Inalternative arrangements, the mapping terms 1904, the standard terms1906, the context terms 1908, the RO data records 1910, the RFT 1912,the RO group data 1914, or the phrase data 1916 may be stored within aCRM other than the CRM storing another potion of the RO/RFT database106. The RFT 1912 may include unpublished RFT and published RFT.

The un-mapped RO 1900 may include original computer-readable RO receivedfrom the RO provider DPM 102 or original computer-readable RO generatedfrom a non-computer-readable RO received from the RO provider DPM 102.In accordance with one or more of the example embodiments, the ROprovided to the RO display DPM 114, the RFT generator DPM 108 or thecoordinator DPM 110 may be limited to RO from the un-mapped RO 1900. Inaccordance with one or more other example embodiments, the RO providedto the RO display DPM 114, the RFT generator DPM 108 or the coordinatorDPM 110 may be limited to RO from the mapped RO 1902. In accordance withyet one or more other example embodiments, the RO provided to the ROdisplay DPM 114, the RFT generator DPM 108 or the coordinator DPM 110may be RO from the un-mapped RO 1900 and RO from the mapped RO 1902. ADPM shown in FIG. 5, or another DPM, may execute CRPI to pre-mapun-mapped RO within the un-mapped RO 1900 into mapped RO for storage aspart of the mapped RO 1902.

The mapped RO 1902 includes RO generated from an un-mapped RO. A mappedRO may be arranged like an un-mapped RO, although any non-standard termsidentified on the un-mapped RO are replaced with standard terms fromwithin the standard terms 1906. Furthermore, if the un-mapped RO isincomplete in any respect, such as the un-mapped RO does not include themodel year of the vehicle referred to on the RO, a processor maydetermine data to complete incomplete portions of the un-mapped RO. Forexample, if the RO 180 did not recite the model year 2012, the processormay determine the model year from the VIN recited on the RO 180.

In response to the RO distributor DPM 112 receiving, from the RO displayDPM 114, a request for an RO, the RO distributor DPM 112 may retrievefrom the RO/RFT database 106 and provide to the RO display DPM 114 amapped RO with standard terms from the RO/RFT database 106.Alternatively, the RO distributor DPM 112 may retrieve from the RO/RFTdatabase 106 and provide to the RO display DPM 114 an un-mapped RO fromthe RO/RFT database 106. The RO display DPM 114 may offer to a user aselection of whether to receive a mapped RO or an un-mapped RO.

The mapping terms 1904 may include terms that may be entered into a datarecord field. The mapping terms 1904 may include data that identifieswhich data record each mapping term may be entered. Additionally oralternatively, the arrangement of the mapping terms 1904 may definewhich data record each mapping term may be entered.

As an example, the mapping terms 1904 may include terms that may beentered into a model year field of a data record (e.g., Field C of FIG.22). The model year terms may be a predefined set of years, such as theyears 1980 through 2013. As each new model year of vehicles isintroduced, the predefined set of model years may be modified to includethe new model year. Similarly, the predefined set of model years may bemodified to include model years earlier than the earliest model yearcurrently in the set of model years.

As another example, the mapping terms 1904 may include terms that may beentered into a location field of a data record (e.g., Field M of FIG.22). The location terms may be a predefined set of locations, such aslocations where the RO provider DPM 102 is located. As additional ROprovider DPM begin providing RO to the RO collector DPM 104, thepredefined set of locations may be modified to include locations of theadditional RO provider DPM if those locations are not currently withinthe set of locations.

A mapping term within a predefined set of mapping terms may be added asa result of that mapping term being on an RO. For example, an un-mappedRO may include data indicating city: Madison, state: Wisconsin, and zipcode: 53562. While searching contents of that un-mapped RO, the ROcollector DPM 104 may identify the city, state, and zip code data on theRO and determine that the mapping terms 1904 does not include theidentified city, state, and zip code data on the RO and modify themapping terms 1904 to include data, representing the identified city,state, or zip code, that may be entered into the location field of adata record. The RFT generator DPM 108 or the coordinator DPM 110 may beconfigured to approve modifying the mapping terms 1904 with new mappingterms.

At least some of the mapping terms 1904 may be identical to (e.g.,match) filter criteria selectable via a GUI described herein. Forexample, the mapping terms 1904 may include model year terms for theyears between and including 1990 to 2012. As shown in FIG. 8, the modelyear selectors 1220 on the GUI 1200 include selectors for model years1990 through 2012. In this way, after selecting model years 1990 through2012, as shown on FIG. 8, the RO mapped to a model year between 1990through 2012 may be identified as an RO that matches the selected filtercriteria. If no other filter criteria is selected, the RO that matchesthe selected filter criteria based on model year are the RO on which aresponse to the search requester is provided. If other filter criteriahave been selected, the response to the search requester will be basedon the RO data records with data that matches the selected filtercriteria.

The standard terms 1906 may include standard terms to use on a mapped ROinstead of a non-standard term on an un-mapped RO. Table 2 includesexample standard terms (ST) and non-standard terms (NST) associated withthe standard terms. As shown in Table 2, a standard term may be (i) adiagnostic trouble code identifier, such as DTC P0117 or DTC P0101, (ii)a labor operation, such as check battery or remove and replace, and(iii) a component name, such as ignition switch, service engine soonlight, coolant temperature sensor, and oxygen sensor. The other terms ineach row of Table 2 including an ST are NST.

TABLE 2 ST NST NST NST NST NST DTC P0117 Code 117 Code 0117 DTC 117 DTCP117 P0117 Check battery Test battery Measure Measure Check (C45)battery battery volts battery acid Remove and R/R R & R R and R Removeand Swap Replace install Ignition Switch Starter Switch Ign. Sw. Ign.Switch Starter Sw. Start switch Service Engine SES Light Check EngineEmissions SES Bulb SES Lamp Soon Light Light Light Coolant ECT sensorCoolant Coolant Radiator Eng. Temperature Sensor Temp. TemperatureCoolant Sensor Sensor Sensor Temp. Sen. Oxygen Sensor O2 sensor O2senser 02 sensor Oxy. sensor O2 sens. DTC P0101 Code 101 Code 0101 DTC101 DTC P101 P0101 MAF Sensor Mass air flow Air flow MAF Vane meter VAFsensor sensor sensor sensor

Although Table 2 shows five NST for each ST, the standard terms 1906 mayinclude another number of NST for each ST. The standard terms 1906 donot need to have the same number of NST for each ST. The standard terms1906 may include ST and NST for other information on an RO, such ascustomer complaints, vehicle make information, vehicle modelinformation, or other information on the RO. A NST may include amisspelled word such as “O2 senser.” A NST may include terms with atypographical error such as “O2 sensor” where “02 sensor” was theintended term.

The RO provided to the RO display DPM 114 may be original un-mapped ROthat include non-standard terms. Additionally or alternatively, the ROprovide to the RO display DPM 114 may include mapped RO in which anon-standard term on an RO provided to the RO display DPM 114 wasreplaced with a standard term. The system 100 may be used configured toallow a given RO display DPM to change a standard term for RO providedto the given RO receiver. Changing the standard term for the given ROreceiver allows for use of different terms based on, e.g., geographicallocation or language.

As an example, users of an RO display DPM 114 in Boston, Massachusettsmay refer to a switch that allows for starting a vehicle as a starterswitch, whereas users of an RO display DPM 114 in San Jose, Calif. mayrefer to that same switch as an ignition switch. As another example,users of an RO display DPM 114 in Detroit, Michigan may want to useEnglish-language standard terms, whereas users of an RO display DPM 114in San Antonio, Tex. may want to use Spanish-language standard terms,and users in Montreal, Quebec may want to use French-language standardterms. The RO/RFT database 106 may include versions of un-mapped RO ormapped RO and other content, such as standard terms, in multiplelanguages so that the RO provided to an RO receiver may be in a languagedesired by users of that RO receiver.

The context terms 1908 may include context terms to associate with an ROline based on contents of that RO line on the original RO. A contextterm associated with an RO line may be stored within field H of a datarecord for that RO line. The processor 202 of a DPM may execute CRPI tocompare the content of the RO line to context hints within the contextterms 1908. If the processor finds a match between the contents of theRO line and a context hint, the processor may associate the context termassociated with that context hint as a context term for the RO line.Table 3 includes example context terms and context hints. Other examplesof the context terms and context hints are also possible. A context termmay also be a context hint for that context term

TABLE 3 Context Term Context Hint Context Hint Context Hint Context HintElectrical Open Circuit Shorted Grounded Wire Circuit Circuit MechanicalStuck Rotate Movement Turn Hydraulic Fluid Leak Oil pressure Dripping

As described above, an RO line may be displayed on the display 214 of aDPM, such as the RFT generator DPM 108. While an RO line associated witha context term is being displayed by the display 214, the display 214may display a prompt to confirm that the context term associated withthe RO line is appropriate for the RO line. The RFT generator DPM 108may be configured to prevent submitting the RO comprising the RO lineassociated with the context term until the context term is confirmed tobe appropriate. Accordingly, the RFT generator DPM 108 may be arrangedto include entering a selection of whether the context term isappropriate or is not appropriate. If a selection of context term is notappropriate is selected, the RFT generator DPM 108 may provide aselector to change or remove the context term associated with the ROline. For example, if the RO line 187 pertains to a mechanical problemwith an ignition switch, but the context associated with the RO line 187is electrical, the RFT generator DPM 108 may change the context termfrom electrical to mechanical. If, while an RO line is being reviewed atthe RFT generator DPM 108, it is determined that no context term isappropriate for the RO line, the RFT generator DPM 108 may un-associatethe context term associated with RO line.

The RO data records 1910 may include data for a plurality of data recordfields. The data within those fields map an RO or a line for a distinctservice-operation identified on an RO. The RO data records 1910 may besearched to identify RO or a line on an RO that matches filter criteriaselected using a DPM. Searching the RO data records 1910 to identify ROwithin the RO/RFT database 106 that match the selected filter criteriamay be carried out more quickly than searching the un-mapped RO 1900 orthe mapped RO 1902 directly.

The RO group data 1914 may include data for one or more RO groups storedwithin the RO/RFT database 106. For each RO group, the RO group data1914 may include identifier of the RO or RO lines numbers belonging tothat RO group. For each RO group, the RO group data 1914 may include anidentifier of an RFT that is associated with the RO and RO lines numbersof that RO group.

The phrase data 1916 may include complete phrases or incomplete phrasesfor use in generating real fix tips. The processor 202 may select aphrase from the phrase data 1916, based on RO terms on an RO, andinclude the selected phrase within an RFT being generated for the RO.The processor 202 may complete incomplete phrases while generating theRFT.

FIG. 22 illustrates example field names 211 and data records 213 and 215that may be stored within the RO/RFT database 106. The data records 213and 215 may be stored as part of the RO data records 1910. The fieldnames 211 may be stored within the mapping terms 1904 or within the ROdata records 1910. The data records 213 and 215 pertain to the RO 180.

The letters A through N above the field names 211 are provided forreference to individual field contents within a data record. Forexample, field A of the data record 213 is 100200. One or more fieldswithin a data record may have a null value when no other data isavailable or when no other data has been written into that field. As anexample, fields I and J of the data record 213 are shown as including anull value. A null value within a data field may be changed to anon-null value. For instance, upon an RFT being assigned to the datarecord 213, field I of the data record 213 may be changed from a nullvalue to an RFT identifier.

Field A is for RO identifiers. Field B is for line numbers assigned tolines of an RO. Field C is for a model year (or more simply, year) of avehicle referred to on an RO. Field D is for the make (e.g., themanufacturer) of the vehicle referred to on an RO. Field E is for themodel name of the vehicle referred to on an RO. Field F is for engineidentifiers of an engine within the vehicle referred to on an RO. FieldG is for system identifiers of a system within the vehicle referred toon an RO. Field H is for context identifiers. Field I is for RFTidentifiers. Field J is for diagnostic trouble code (DTC) identifiers.Field K is for component identifiers. Field L is for service dateidentifiers. Field M is for location identifiers, such as a locationidentifier that identifies where the vehicle referenced on the RO wasserviced. Although FIG. 22 shows the data within Field M is a city nameand state abbreviation for a state within the United States, other data,such as a zip code or GPS location, may be used instead of or incombination with a city and state abbreviation. Field N is for LaborOperation Code (LOC) identifiers.

One or more of the data fields shown in FIG. 22 may not be includedwithin a data record for one or more of the example embodiments.Moreover, a data record in accordance with the example embodiments mayinclude other fields than the fields shown in FIG. 22.

For example, a data record may include a Field O for recording data thatidentifies a technician that performed service operations described onan RO. The technician identifier may be a pseudonym for the technician.The data for recording within a technician identifier field may beidentified while contents of an RO are searched. The RO display DPM 114may submit a query based at least in part on a particular technicianidentifier if a person operating the RO display DPM 114 perceives thatcomments on an RO performed by the particular technician are morereliable or helpful than comments from another technician.

As another example, a data record may include a Field P for recordingdata that indicates whether or not the RO associated with the datarecord is a duplicate RO.

As another example, a data record may include a Field Q for recordingdata that indicates whether the RO has been classified to be within anRO group. Field Q may include data that identifies the RO group(s) towhich the RO belongs.

As another example, a data record may include a Field R for recordingdata that indicates a quantity of characters or words for a line on theRO to which the data record is associated. For a group of RO beingconsidered for writing an RFT, the RO line having the greatest quantityof characters or words may be ranked as being most appropriate forgenerating the RFT.

As another example, a data record may include a Field S for recordingdata that indicates a validation selection selected for a line on the ROto which the data record is associated. If no validation selection hasbeen selected for the line, Field S may be a null value. Otherwise,Field S may indicate (i) “Useable” if the usable RO selection 612 wasselected for the line, (ii) “Not Usable” if non-usable RO selection 614was selected for the line, or (iii) “Duplicate” if the duplication ROselection 616 was selected for the line.

As another example, a data record may include a Field T for recordingdata that indicates whether or not the RO, to which the data record isassociated, is published for presentation to RO display DPM 114. Thedata recorded in Field T may be changed when the status of the ROchanges from published to un-published or from un-published topublished.

VII. Automatic Phrase Selection

The processor 202 of a DPM, such as the RFT generator DPM 108 or the RFTDPM 15, may execute the CRPI 212 to select phrases for RFT. FIG. 23 is aTable 2300 showing example phrase data. The phrase data 1916 may bearranged like the example phrase data of Table 2300, but the phrase data1916 is not so limited. For example, the phrase data 1916 does not haveto be stored in a table, but may be stored in some other configuration.

Table 2300 includes columns A through E and rows 0 through 8. Row 0identifies types of data within columns A through E, namely RO terms incolumns A, B, and C, phrases in column D, and RFT applicability incolumn E. RO terms in column A are DTC. RO terms in column B arecomponent names of components within a vehicle. RO terms in column C arecustomer complaints. The identifier in row 1 of column C is “RO Term N,”where N represents an integer. In that regard, more than 3 RO terms maybe associated with a single phrase within the phrase data 1916.Furthermore, more than 3 types of RO terms may be included within thephrase data 1916. For example, another type of RO term may be laboroperation codes.

As discussed with respect to FIG. 1, an RFT may include the title field29, the complaint field 35, the cause field 37, and the correction field39. The RFT applicability data for each row in table 2300 indicateswhich RFT field the phrase of that row applies (e.g., may be used). Forinstance, the phrases of rows 1 and 2 of table 2300 may be used (e.g.,inserted into) in the title field of an RFT. Although each phrase oftable 2300 is applicable to only one RFT field, one or more otherphrases (not shown) could be applicable to multiple RFT fields.

The RO terms and RFT applicability of Table 2300 may be used to select aphrase for inserting into an RFT regarding a service-operation on an RO.The processor 202 may execute phrase selection CRPI 322 to identify theRO terms within the service-operation described on the RO and findmatching terms within the phrase data 1916 to locate a phrase forpopulating into a field within an RFT for the RO.

One or more phrases may include a phrase portion that is based on ROterms listed on an RO and a phrase portion that is based on assumptionsregarding the RO. The phrase in row 3 may include a phrase portion(e.g., “the car runs rough”) that is based on an assumption. Thatassumption may be based on past experience of system users defining thephrase data 1916 or from other ROs. As an example, when a vehicle hasP0300 set to a current state such that a customer would complain thecheck engine light is on, an assumption may be made that the vehicle(e.g., a car) runs rough. An RFT field may be populated with a phrasehaving a phrase portion based on an assumption. That RFT may be reviewedduring a QC review of the RFT. If desired, the portion of the phrasebased on assumption may be modified during the QC review.

FIG. 24 shows a flowchart depicting a set of functions 220 (or moresimply “the set 220”) that may be carried out in accordance with theexample embodiments described in this description. The set 220 includesthe functions shown in blocks labeled with even whole numbers 222through 228 inclusive. The following description of the set 220 refersto items shown in other figures of this description, but the functionsof the set 220 are not limited to being carried out only by those items.A number of methods may be performed using all of the functions shown inthe set 220 or any proper subset of the functions shown in the set 220.Any of those methods may be performed with other functions such as oneor more of the other functions described in this description. Inaccordance with one or more of the example embodiments, the processor202 of the RO collector DPM 104 may execute the CRPI 212 to perform theset 220. In accordance with one or more other example embodiments, aprocessor of another DPM in combination with the processor of the ROcollector DPM 104 may execute the CRPI 212 to perform the set offunctions 220. Other examples of one or more DPM that may execute theCRPI 212 to perform the set 220 are also possible.

Block 222 includes receiving, at a processor (e.g., the processor 202),a first repair order (RO) term pertaining to a service procedure (i.e.,a service-operation) described on a computer-readable RO. The processorthat receives the first RO term may be a processor within a DPM thatgenerates RFT. For example, the processor that receives the first RO maybe the processor 202 within the RFT DPM 15, the RO collector DPM 104,the RFT generator DPM 108, the coordinator DPM 110 or the RO distributorDPM 112.

The first RO term may include one or more RO terms pertaining to theservice procedure described on the RO. Moreover, the first RO term mayinclude a standard term or a non-standard term. A standard term of thefirst RO term may be defined within the standard terms 1906. Anon-standard term of the first RO term may be associated with a standardterm defined within the standard terms 1906 and may be used to selectthe standard term associated with the non-standard term.

As an example, receiving the first RO term may include the processor 202receiving the RO term “DTC P0101,” a standard term identified in Table2. As another example, receiving the first RO term may include theprocessor 202 receiving a non-standard RO term, such as “Code 101,”“Code 0101,” “DTC 101,” “DTC P101,” or “P0101,” and the processor 202executing the CRPI 212 to select and receive from the standard terms1906 a standard term such as “DTC P0101.” For purposes of thisdescription, the standard term received at the processor 202 may bereferred to as a first RO term and the non-standard term received at theprocessor 202 may be referred to as a second RO term, although thestandard and non-standard terms are no so limited.

Receiving the first RO term may include receiving sufficient RO terms sothat the processor 202 may select a phrase pertaining to the serviceprocedure on the RO. As an example, receiving the first RO term mayinclude the processor 202 receiving the RO terms “DTC P0101” and “MAFSensor” so that the processor 202 may select a phrase for inserting intothe title field 29, the complaint field 35, the cause field 37, or thecorrection field 39 from Table 2300.

Next, block 224 includes selecting, using the processor 202 based on thefirst RO term, a first phrase for including within an RFT pertaining tothe service procedure described on the computer-readable RO. Theprocessor 202 may execute the phrase selection CRPI 322 to select thefirst phrase (e.g., one or more phrases).

Continuing with the example in which the received RO terms include “DTCP0101” and “MAF Sensor,” the processor 202 may be arranged to select (i)the phrase of row 1 or row 2 for inserting into the title field 29 of anRFT, (ii) the phrase of row 4 for inserting into the complaint field 35of the RFT, (iii) the phrase of row 5 for inserting into the cause field37 of the RFT, and (iv) the phrase of row 6 for inserting into thecorrection field 39 of the RFT, as those selected phrases are associatedwith the RO terms “DTC P0101” and “MAF Sensor.”

Next, block 226 includes generating, using the processor 202, the RFTpertaining to the service procedure described on the computer-readableRO, wherein the RFT includes the first phrase selected based on thefirst RO term. The processor 202 may execute the RFT generation CRPI 308to generate the RFT. Generating the RFT may include selecting a phrasefrom the phrase data 1916 for each field of the RFT. Alternatively,generating the RFT may include generating only a portion of the RFT byselecting a phrase from the phrase data 1916 for one or more, but notall, fields of the RFT. The RFT DPM 15, the RFT generator DPM 108, orthe coordinator DPM 110 may be used to populate any fields of the RFTthat are not populated with a phrase from the phrase data 1916.

In accordance with one or more example embodiments in which anincomplete phrase of the phrase data 1916 is selected for populating afield of the RFT, generating the RFT may include completing theincomplete phrase. For example, if the phrase of Table 2300, row 1, isselected, the RO term in column A, row 1 (that is, DTC P0101), may beinserted into the incomplete phrase to identify a DTC between % DTC % inthe incomplete phrase, and the RO term in column B, row 1 (that is, MAFSensor), may be inserted into the incomplete phrase to identify acomponent name between % component name % in the incomplete phrase.

Next, block 228 includes transmitting the RFT including the first phraseselected based on the first RO term. The processor 202 may execute theCRPI 212 to cause the network transceiver 204 to transmit the RFT. As anexample, transmitting the RFT may include transmitting the RFT from aDPM that generates the RFT to the RO/RFT database 106 for storing withinthe RFT 1912. As another example, transmitting the RFT may includetransmitting the RFT from the RO/RFT database 106 to the RFT DPM 15 orfrom the RFT DPM 15 to the RFT display DPM 17. As yet another example,transmitting the RFT may include transmitting the RFT from the RO/RFTdatabase 106 to the RFT generator DPM 108 or the coordinator DPM 110.

Various events may trigger transmitting the RFT. As an example, thetriggering event may be generating the RFT at block 226. As anotherexample, the triggering event may be the processor 202 of the RFT DPM 15receiving a selection of the RFT or receiving a selection of the RO forwhich the RFT was generated. Those selections may come from any of avariety of devices, such as the RFT display DPM 17, the RO display DPM114, the RO distributor DPM 112, the RFT generator DPM 108 or thecoordinator DPM. A device that receives the RFT, such as the RFT displayDPM 17 or the RO display DPM 114, may display the RFT transmitted tothat DPM on the display 214.

VIII. Conclusion

Example embodiments have been described above. Those skilled in the artwill understand that changes and modifications may be made to thedescribed embodiments without departing from the true scope and spiritof the present invention, which is defined by the claims.

We claim:
 1. A method comprising: connecting a first computing device toa data link connector within a vehicle, wherein: the first computingdevice includes a processor, a non-transitory computer-readable memory,a first transceiver, a second transceiver, and a display, and thenon-transitory computer-readable memory contains program instructionsexecutable by the processor to cause the first transceiver to transmit amessage to an electronic control unit within the vehicle; receiving, bythe processor, a computer-readable file transmitted by a secondcomputing device, the computer-readable file includes text and a pointercorresponding to additional content, and the text corresponds to acomplaint regarding the vehicle, outputting, by the processor, the textand the pointer onto the display; determining, by the processor, aselection of the pointer has occurred while the pointer is output ontothe display; outputting, by the processor onto the display in responseto determining the selection of the pointer has occurred, the additionalcontent, the additional content includes an automated function selector;determining, by the processor, a selection of the automated functionselector has occurred while the automated function selector is outputonto the display; transmitting, via the first transceiver, in responseto determining the selection of the automated function selector hasoccurred, the message to the electronic control unit within the vehicle,wherein the message to the electronic control unit includes: a messageto request data from the electronic control unit, a message to requestthe electronic control unit to control a component in the vehicle, or amessage to reprogram or calibrate the electronic control unit.
 2. Amethod according to claim 1, wherein connecting the first computingdevice to the data link connector occurs wirelessly.
 3. A methodaccording to claim 1, wherein: the message to the electronic controlunit transmitted in response to executing the program instructionsincludes the message to request data from the electronic control unit,and the method further comprises: displaying on the display a waveformbased on data transmitted by the electronic control unit in response tothe message to request data from the electronic control unit.
 4. Amethod according to claim 1, wherein the complaint pertains to adiagnostic trouble code set in the vehicle.
 5. A method according toclaim 1, wherein: the additional content output onto the displayincludes a parameter identifier, and the method further includes:receiving, by the processor, an input to select the parameteridentifier, requesting, by the processor, vehicle data associated withthe parameter identifier, receiving, by the processor, the vehicle dataassociated with the parameter identifier; and outputting, by theprocessor onto the display, the vehicle data associated with theparameter identifier.
 6. A method according to claim 1, wherein: themessage to the electronic control unit includes the message to requestdata from the electronic control unit, and the message to request datafrom the electronic control unit includes a parameter identifierassociated with vehicle data that can be requested from the electroniccontrol unit.
 7. A method according to claim 1, further comprising:determining a vehicle identifier corresponding to the vehicle, whereinthe complaint regarding the vehicle corresponds to the vehicleidentifier.
 8. A method according to claim 1, wherein displaying theautomated function selector includes displaying the automated functionselector overlaid upon at least a portion of text output onto thedisplay.
 9. A method according to claim 1, wherein: the message to theelectronic control unit includes the message to request the electroniccontrol unit to control the component in the vehicle, and the message torequest the electronic control unit to control the component in thevehicle includes a message to request the electronic control unit toclear a diagnostic trouble code set in the electronic control unit. 10.A method according to claim 1, further comprising: receiving, by theprocessor, the complaint regarding the vehicle via a selection madeusing a user interface of the first computing device.
 11. A methodaccording to claim 1, further comprising: transmitting, via the secondtransceiver to the second computing device, a request with searchparameters, wherein: the search parameters include an identifier of thevehicle and an identifier of the complaint regarding the vehicle, andreceiving the computer-readable file occurs in response to transmittingthe request.
 12. A method according to claim 1, wherein: thecomputer-readable file includes a second pointer that points to a secondautomated function selector, and the method further comprises:outputting, by the processor onto the display, the second automatedfunction selector in response to a selection of the second pointer,receiving, by the processor, an input selecting the second automatedfunction selector; requesting, by the processor from the vehicle inresponse to receiving the input, data associated with a parameteridentifier; receiving, by the processor from the vehicle, the dataassociated with the parameter identifier; and displaying, on the displaya value determined from the data associated with the parameteridentifier.
 13. A method according to claim 1, wherein the additionalcontent includes an image of a vehicle component or a schematic diagramof electrical circuitry.
 14. A method according to claim 1, wherein thecomputer-readable file includes a markup language file.
 15. A methodaccording to claim 1, wherein the complaint regarding the vehicleincludes an identifier of a vehicle component within the vehicle.
 16. Amethod according to claim 1, wherein the electronic control unitincludes a powertrain system electronic control unit.
 17. A methodaccording to claim 1, wherein the computer-readable file includes areal-fix tip.
 18. A first computing device connectable to a data linkconnector in a vehicle, the first computing device comprising: aprocessor; a non-transitory computer-readable memory; a firsttransceiver; a second transceiver; and a display, wherein: thenon-transitory computer-readable memory contains program instructionsexecutable by the processor to: receive a computer-readable filetransmitted by a second computing device, the computer-readable fileincludes text and a pointer corresponding to additional content, and thetext corresponds to a complaint regarding the vehicle, output the textand the pointer onto the display; determine a selection of the pointerhas occurred while the pointer is output onto the display; output, inresponse to determining the selection of the pointer has occurred, theadditional content onto the display, the additional content includes anautomated function selector; determine a selection of the automatedfunction selector has occurred while the automated function selector isoutput onto the display; and transmit, via the first transceiver inresponse to determining the selection of the automated function selectorhas occurred, a message to an electronic control unit within thevehicle; and the message to the electronic control unit includes: amessage to request data from the electronic control unit, a message torequest the electronic control unit to control a component in thevehicle, or a message to reprogram or calibrate the electronic controlunit.
 19. A first computing device according to claim 18, furthercomprising: test leads connectable to the vehicle for making anelectrical measurement displayable on the display.
 20. A non-transitorycomputer-readable medium having stored therein instructions executableby a processor to cause a first computing system connectable to a datalink connector in a vehicle to perform functions, wherein the firstcomputing device includes the processor, a first transceiver, a secondtransceiver, and a display, and wherein the functions comprise:receiving a computer-readable file transmitted by a second computingdevice, the computer-readable file includes text and a pointercorresponding to additional content, and the text corresponds to acomplaint regarding the vehicle, outputting the text and the pointeronto the display; determining a selection of the pointer has occurredwhile the pointer is output onto the display; outputting, onto thedisplay in response to determining the selection of the pointer hasoccurred, the additional content, the additional content includes anautomated function selector; determining a selection of the automatedfunction selector has occurred while the automated function selector isoutput onto the display; transmitting in response to determining theselection of the automated function selector has occurred, a message toan electronic control unit within the vehicle, wherein the message tothe electronic control unit includes: a message to request data from theelectronic control unit, a message to request the electronic controlunit to control a component in the vehicle, or a message to reprogram orcalibrate the electronic control unit.